Lead Issue Management Specialist

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:
What You'll Do

• Responsible for managing and participating in the ongoing monitoring of the Issues Management Lifecycle process.
• The primary objectives are to identify trends from issues, minimize the future impact from issues, and look for ways to improve the reporting of issues monitoring to business partners.
• Perform this work in partnership with the Business, Business Risk, Legal and Compliance teams.

How You'll Do It

• Responsible for managing the life-cycle and coordination of actions to resolve issues for all resolved problems. Performs monitoring activities as assigned.
• Works with Business and Corporate Risk Management partners for resolving issues identified appropriately.
• Responsible for managing the life-cycle and coordination of actions to resolve issues for all assigned Problems. Performs/effectively challenges root cause analysis, identify and coordinate actions to fix the issues and appropriate controls/preventative measures are implemented.
• Manages the service level agreements for each Problem assigned, and works with business partners to resolve or escalates issues appropriately for timely resolution.
• Maintains inventory of problems and their current progress and status in ServiceNow. Works with business partners to ensures quality of documentation to meet established standards.
• Identify and propose process improvements, including any workflow interface changes, when managing lifecycle of Problem.
• Mentor Service Support Specialists assigned to LOB if assigned

Qualifications You'll Need
The Basics

• Associate degree in Business Administration and Management, Information Technology, Mathematics, Statistics, Analytics or related
• 4+ years of Consumer Banking Call Center Operations, Project management, Operations, or related experience
• In lieu of degree, 6+ years of Consumer Banking Call Center Operations, Project management, Operations, or related experience

Physical and Cognitive Requirements
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

• Primarily move about the work environment.
• Occasionally move about the work environment to complete the major responsibilities of the job.
• Primarily performed indoors in an office setting.
• Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.
• Ability to communicate verbally.; Ability to communicate in written form.

Bonus Points If You Have

• 1+ year of people management or related experience

Discover will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States on a full-time basis.
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Application Deadline:
The application window for this position is anticipated to close on Feb-10-2025. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.
Compensation:
The base pay for this position generally ranges between $77,500.00 to $131,500.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.
Benefits:
We also offer a range of benefits and programs based on eligibility. These benefits include:

• Paid Parental Leave
• Paid Time Off
• 401(k) Plan
• Medical, Dental, Vision, & Health Savings Account
• Short and Long Term Disability, Life, and Accidental Death & Dismemberment insurances
• Recognition Program
• Education Assistance
• Commuter Benefits
• Family Support Programs
• Employee Stock Purchase Plan

Learn more at mydiscoverbenefits.com .
What are you waiting for? Apply today!
All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.
Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision)
Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email [email protected] . Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.
At Discover, we are committed to creating an inclusive and equitable workplace through our Fair Chance Hiring practices. Fair Chance Hiring means that we base our hiring decisions on an applicant's qualifications rather than their criminal record. All our positions are subject to Section 19 of the Federal Deposit Insurance Act. Our applicants go through a background check, and we follow all applicable local laws, including the Los Angeles County Fair Chance Hiring Ordinance ( LA County Fair Chance ).
Applicants must be 18 or older at the time of hire.