Manager Issue Management

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

Responsible for managing the life cycle of assigned Consumer Banking Problems, working with team to resolve any escalated blockers, mentoring other members of the team and acting as a primary back-up for the senior manager. in addition, this role will be responsible for identifying, prioritizing, and implementing the improvements for Problem Management process. The primary objectives of Problem Management are to identify the root cause and Impact from issues, minimize the future impacts, and document the actions taken to resolve the problem. They perform this work in partnership with the BT, Business, Business Risk, Legal and Compliance teams by assigning Tasks/Action Items and follow them to completion. Develops and coaches’ teams to be able to identify, manage, and escalate risk, and effectively manage risk within the teams you oversee.

Responsibilities

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 to resolve any identified blockers or escalations from the team 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 trends in problems using the root cause information, and work with key partners to create action plans to resolve the identified opportunities. Identify process improvement ideas and develop implementation plan for prioritized improvements to achieve strategic goals for Problem Management. Manage and develop Service Support Lead / Problem Manager if assigned.

Minimum Qualifications

At a minimum, here’s what we need from you:

Bachelor’s degree in business administration and management or information technology8+ years of experience in operations management, Systems development, Agile development, systems testing, or related experience. 2+ years of experience in People Management or related experienceIn lieu of a degree, 10+ years of experience in operations management, Systems development, Agile development, systems testing, or related experience.

Preferred Qualifications

If we had our say, we’d also look for:

Master’s degree in business administration and management or information technology,10+ years of experience in operations management, Systems development, Agile development, systems testing, or related experience.

Application Deadline

The application window for this position is anticipated to close on Apr-16-2024. 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 $88,500.00 to $149,300.00. 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 LeavePaid Time Off401(k) PlanMedical, Dental, Vision, & Health Savings AccountSTD, Life, LTD and AD&DRecognition ProgramEducation AssistanceCommuter BenefitsFamily Support ProgramsEmployee 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 HireAccommodation@discover.com. Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.