Lead Issue Management Specialist

Job Description

We are looking for a Lead Issue Management Specialist to join Discover Financial Services. As part of our collaborative team, you will be responsible for managing the life cycle of assigned Consumer Banking Problems, identifying root causes, minimizing future impacts from issues, and documenting actions taken to resolve problems. You will work closely with various teams to ensure timely resolution of customer-impacting issues and actively manage and escalate risk as needed.

Responsibilities

• Manage the life cycle and coordinate actions to resolve issues for all assigned incidents/issues.
• Work with business partners to ensure timely resolution by maintaining service level agreements.
• Keep track of problems and progress in ServiceNow, ensuring documentation quality meets standards.
• Identify and propose process improvements when managing the lifecycle of issues/incidents.
• Mentor Service Support Specialists if assigned to LOB.

Minimum Qualifications

• Associate degree in business, IT, Mathematics, Statistics, or Analytics.
• 4+ years of experience in Consumer Banking Call Center Operations, Project Management, or related fields.
• Alternatively, 6+ years of experience in related fields in lieu of a degree.

Preferred Qualifications

• Bachelor's degree in business, IT, Mathematics, Statistics, or Analytics.
• 1+ years of experience in People Management or related roles.

Application Deadline

The application deadline for this position is Mar-09-2024. Apply promptly to ensure consideration.

Compensation

Base pay for this role ranges from $75,500.00 to $127,900.00 with additional incentives based on factors like experience and education.

Benefits

We offer a variety of benefits such as Paid Parental Leave, 401(k) Plan, Medical, Dental, Vision, and more. Visit MyDiscoverBenefits.com for details.

If you are ready to make a difference in the financial industry and work in a collaborative environment, apply now!