Senior Manager for Operations (Card Servicing)

Discover Financial
Philippines
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5-7 yearsEducation: associatesSkills: ["Leadership","People management","Collaboration","Influencing","Analytical decision-making"]

Lead end-to-end operations for Card Servicing in the Philippines, setting strategy, long-term vision, and goals across AML, back-office processing, collections, fraud/disputes, servicing, training, workforce management, and operations reporting. Own operational performance and KPI delivery, drive continuous process improvements, and build a high-performing, engaged team. Partner across HR, Finance, Shared Services, and US stakeholders to collaborate on day-to-day execution and people outcomes.

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Discover Financial
Discover Financial
3 months ago

Senior Manager for Operations (Card Servicing)

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead end-to-end operations for Card Servicing in the Philippines, setting strategy, long-term vision, and goals across AML, back-office processing, collections, fraud/disputes, servicing, training, workforce management, and operations reporting. Own operational performance and KPI delivery, drive continuous process improvements, and build a high-performing, engaged team. Partner across HR, Finance, Shared Services, and US stakeholders to collaborate on day-to-day execution and people outcomes.
Location: Philippines
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Develop and implement the end-state vision, strategy, and plans for the sub-function aligned to business objectives and corporate standards.
  • •Own overall operational output and institutionalize management practices to drive accountability and deliver KPI targets.
  • •Drive continuous process improvement and create a culture of empowerment and escalation to find and fix root issues.
  • •Lead team performance and engagement; manage leadership across layers and partner with HR on hiring, terminations, performance, and talent management.
  • •Collaborate across HR, Finance, Shared Services, and US stakeholders; may rotate across AML, disputes, collections, servicing, training, workforce management, and reporting/analytics ops.

Key Requirements

  • •Two years of college education or equivalent work experience.
  • •Minimum 5–7 years of call center operations experience, including 5 years in a managerial capacity.
  • •Strong understanding of call center business processes and how to meet customer needs and expectations.
  • •Strong analytical skills for decision-making and results orientation with a bias for action.
  • •People management skills, including team formation, collaboration, and influencing; able to work hybrid and on a night shift schedule.
Experience:5-7 yearsCall center operationsCustomer contactCard servicingFraud/disputesCollectionsAnti-money launderingWorkforce management
Education:Associate's
Skills:LeadershipPeople managementCollaborationInfluencingAnalytical decision-making
Tech Stack:Microsoft OfficeGoogle Suite

Company Brief

Discover Financial
Provides consumer banking products, credit cards, personal loans, and payment services through the Discover brand. It operates a major U.S. financial network and serves individuals and merchants with lending and digital payment solutions.
Industry: Retail Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 10M to 25M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Riverwoods, United States
Founded: 1985
WebsiteLinkedIn