Discover. A brighter future.
With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.
Come build your future, while being the reason millions of people find a brighter financial future with Discover.Job Description
Discover Financial Services (NYSE: DFS) is a direct banking and payment services company with one of the most recognized brands in U.S. financial services. Discover has grown to become one of the top five direct banks in the United States since its founding in 1986, and today is well positioned to pursue its vision to be the leading direct bank and payments partner. The company issues the Discover card and is a leader in other banking products that include private student loans, personal and home equity loans, checking and savings accounts, as well as certificates of deposit. It also operates the Discover Global Network, which is comprised of Discover Network, with millions of merchant and cash access locations; PULSE, one of the nation's leading ATM/debit networks; and Diners Club International, a global payments network with acceptance around the world.
Discover has established a strong track record of performance since becoming an independent, publicly traded company in 2007. For 10 years, it was the top-performing stock in the S&P 500 Financials Index and the company has grown total loans from $48 billion in 2007 to $96 billion in 2019, deposits from $25 billion to $73 billion, network volume from $186 billion to $403 billion, and net income from $0.6 billion to $2.9 billion.
Discover’s performance is driven by 18,000+ employees who are united by shared values and who are committed to making a difference every day for our customers, owners, communities and one another. Thanks to these employees, Discover receives awards and recognition year-in and year-out for innovative products and features, workplace quality, corporate citizenship, and for providing an industry leading customer experience based on 100% U.S.-based customer service.
This is an influential and leveraged role leading the enterprise Problem Management utility that is critical to the success of Discover’s top priority, Operational Excellence. This role will lead a team responsible for improving problem management standard work (e.g., intake, root cause analysis, remediation, closure), problem management systems and workflow (e.g., eProb), data management, and reporting to stakeholder groups. This role will drive the enterprise Problem Management strategy through analysis as well as by taking input from and executing in partnership with 2nd line teams, 1st line product teams, and DMS.
Lead the design and execution of an enterprise program that helps Discover deliver best-in-class customer experiences. This includes managing process(es) to prevent and mitigate customer harm and ensure compliance. Set goals and maintain program priorities. Manage enterprise processes, standard work, job aids, systems, data, reporting, and governance to achieve objectives. Obtain input from process stakeholders, document/communicate stakeholder expectations, and establish monitoring of process performance. Identify opportunities for improvement and lead problem solving and solution implementation to capture those opportunities.
Manage strategy and priorities for enterprise Problem Management. Areas of focus include methods/tools, processes, systems, and reporting.
Drive organizational engagement of processes to prevent customer harm and ensure compliance. Includes ensuring standards, scorecards, and monitoring activities are aligned to program goals and that users have training, job aids, and other support necessary to meet expectations.
Lead a team to improve Problem Management effectiveness. Build enterprise standard work, reduce risk, reduce waste, and increase automation.
Build and deliver reports to stakeholders including line-of-business managers, 2nd line, regulators, and boards. Generate insights and distill issues/opportunities through analysis that will fuel improvements to the process or execution.
Bachelor's Degree Minimum
Master's Degree Preferred
8+ years Program Management, Operations, Process Improvement, or General Management
In Lieu of Education or Experience
10+ years Program Management, Operations, Process Improvement, or General Management
What are you waiting for? Apply today!
The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.