Manager International Client Services

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

• Manager-International Client Services is responsible for supporting key participants and non-key participants of a region or across regions and able to manage a team of dedicated support and service staff who are based onsite and remote. Provides operational business support for business partners to include daily payment operational activity, manage customer service relationship, training, customer analytics, along with resolving escalated customer issues. Must be able to support DGN(DN/DCI) franchises, issuers, acquirers, processors, network to network partners and software vendors in one or more of the assigned regions, such as EMEA, AMERICAS or APAC. Must be articulate and present operational metrics and requests to leadership on a regular basis.
• Develops and coaches teams to be able to identify, manage, and escalate risk, and effectively manages risk within the teams you oversee.

How You'll Do It

• Provide day to day support for DCI franchises, agency acquirers, agency acquirer processors and new type of participants. This includes researching complex situations, and supporting the participants on all aspect of operations and managing participant operational relationships. Support Participants through the DCI annual release process. This includes managing and coordinating certification, ensuring the Participants are in compliance with DCI network rules and regulations, and engaging the participants to support Discover and Diners Club key initiatives.
• Demonstrate knowledge as a subject matter expert to mentor others in the department. Display leadership role in executing special department initiatives. Lead the team to ensure processes/projects are well documented to meet auditing requirements.
• Leads strategic department projects, supporting other company project and initiatives. Must continuously research for automation opportunities and standardization across various teams. International travel is required when it is deemed safe to travel.
• Manage and develop onsite staff and offsite staff, prepare knowledge transfers, ensure SMEs are created to support participants.
• Support local Business Development teams to expand Discover and DCI Cards in Force and acceptance footprints. This includes boarding new franchises, issuers, acquirers, processors and software vendors on DCI Network, and assisting contract negotiation and Due Diligence. Manage the DCI participants within the assigned portfolio. Analyze end to end transaction processing, help to troubleshoot any card decline issues or card holder acceptance compliance. Investigate ATM/POS acceptance issues and being capable to provide issue resolutions.
• Scheduling of diverse team members to cover different time zone and languages. Comfortable working in a virtual/remote setup to achieve operational excellence through operational service delivery.
• Develop and implement service plans, process for performance management, exceed SLAs and continuous improvement against established KPIs. Prepare, review, interpret and analyze a variety of information, data, and reports to recommend & implement process/ procedures to improve service efficiencies and enhancements.

Qualifications You'll Need
The Basics

• Bachelors degree in Business Administration and Management, Computer Science or related
• Business Operations experience
• In lieu of degree, Business Technology and Business Operations 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 remain in a stationary position.
• No required movement 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.
• "Travel up to 10% of the time."

Bonus Points If You Have

• Fluent in Italian or Spanish and Portuguese or another European language e.g. French or Greek
• People leader with the ability to influence senior stakeholders and manage remote and hybrid resources

*** Discover will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United Kingdom on a full-time basis.***
Application Deadline:
The application window for this position is anticipated to close on Apr-16-2025. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.
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 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)
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.
Positions marked as remote eligible are limited to remote locations within the country in which the position is based.
Applicants must be 18 or older at the time of hire.