Full Job Description
With Discover, you’ll have the chance to make a difference at one of the world’s leading digital banking and payments companies. From Day 1, you’ll do meaningful work you’re passionate about, with the support and resources you need for success. We value what makes each employee unique and provide a collaborative, team-based culture that gives everyone an opportunity to shine. Be the reason millions of people find a brighter financial future, while building the future you want, here at Discover.
The Manager for PMI Project Management will utilize deep experience with call center operations to lead a team of business analysts in maintaining a best-in-class performance management ecosystem for Card Operations.
The Manager will forge close working relationships with executives, field leadership, and technology partners to ensure the PMI ecosystem is performing flawlessly day-to-day. The Manager will design and maintain channels/mechanisms to capture customer feedback, escalate application issues to technical partners, and alert users to content/tool issues that may affect agent performance management. Further, the manager will coach field leadership on the proper use and interpretation of PMI solutions to successfully drive performance management across all levels of the business. Working closely with peer managers, the Manager will also ensure customer feedback is properly addressed and/or integrated within the design of annual PMI programs.
To ensure high-quality execution, the candidate will be responsible for identifying, hiring, developing, and retaining resources with the proper mix of skillsets (e.g. business process knowledge, SQL, data analysis, etc.).
Develops a trusted close relationship with all customers. This relationship will be leveraged to ensure all of our Customers have a voice for raising issues and potential enhancement requests. Successful candidate will need to be highly organized to ensure they can effectively collect all issues/feedback from a wide range of business partners and then partner with the appropriate technical and PMI team resources to resolve issues in a timely manner.
Proactively engages operational customers and business partners to manage the ongoing performance management process ensuring all Management & Administrative leaders and employees are informed, trained and coached on all aspects of the day-to-day Performance Management Eco-System. Leads weekly or bi-weekly meetings with Technical resources to review all issues and progress towards completion. Leads weekly or bi-weekly meetings with Customers providing updates on issues, month ends, etc. Monitors the health of metrics and applications to ensure working as designed. Communicate, train and provide guidance and tools to leaders and employees to accomplish performance objectives.
Works closely with the business partners to ensure all accountable metrics are effectively weighted to drive the correct behaviors.
Sets and manages priorities for the team; allocates and manages team capacity to optimize delivery; effectively measures and communicates progress towards assigned deliverables to management, customers, and business partners.
Ensures standard work processes and documentation requirements are timely and consistently followed by the team. Encourages continuous improvement of team processes and routinely seeks opportunities for standardization across functional teams to promote consistency.
At a minimum, here’s what we need from you:
Bachelor’s Degree in Management Information Systems, Analytics, Business, Project Management
5+ years of direct experience with Call-Center Operations; their processes and procedures
3+ years of experience managing large scale issue intake and resolution processes
2+ years of experience presenting data to customers and primary business partners
2+ years of strong relationship building skills
In lieu of education, 8+ years of direct experience with Call-Center Operations; their processes and procedures
If we had our say, we’d also look for:
2+ years of experience using Microsoft Office Suite
2+ years of experience Data Analysis using SQL, SAS, R or similar query tools
Agile, PMP, Project Manager or Lean Certified
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.
Competitive Pension Scheme
Annual Incentive Scheme
Up to 25 days annual leave per calendar year
Private Health Care is a taxable benefits
Annual health assessments
Eye Care Vouchers
Perks @ Work
Ride to Work (Cycle Scheme)
Season Ticket loan
You Care We Share (Charity program that has matching contributions)
Study Leave (5 days)
EAP- Employee Assistance Program
Dental plan (Taxable benefit)