Manager, Process Manager - Bank Voice Servicing (Hybrid)

Discover Financial
Richmond, Wilmington
Workplace: HybridFull timeUSD 122,100 - 139,400 annuallyFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Problem-solving","Influencing","Team leadership","Cross-functional collaboration"]

Lead delivery for strategic initiatives focused on improving bank contact center frontlines’ ability to handle complex digital call types. Own scalable processes that support OKR planning and execution, guide medium-to-large projects in a matrix environment, and manage documentation to mitigate risk. Partner with operations, product, and tech to elevate key decisions, establish closed-loop feedback between teams, and deliver digital readiness and triage support for large retail banking initiatives.

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Discover Financial
Discover Financial
14 hours ago

Manager, Process Manager - Bank Voice Servicing (Hybrid)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead delivery for strategic initiatives focused on improving bank contact center frontlines’ ability to handle complex digital call types. Own scalable processes that support OKR planning and execution, guide medium-to-large projects in a matrix environment, and manage documentation to mitigate risk. Partner with operations, product, and tech to elevate key decisions, establish closed-loop feedback between teams, and deliver digital readiness and triage support for large retail banking initiatives.
Location: Richmond, Wilmington
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Own and improve innovative, scalable systems and processes for OKR strategic planning and execution.
  • •Lead medium-to-large complex projects and provide strategic direction in a matrixed environment to drive results.
  • •Partner cross-functionally with stakeholders to provide strategic and tactical thought partnership for planning and delivery.
  • •Design, develop, and manage project plans, ensuring initiatives are documented appropriately to mitigate risk and deliver on time.
  • •Establish closed-loop feedback and insights by influencing partners and empowering teams to address priorities and pain points.

Pay and Benefits

Salary: USD 122,100 - 139,400 annually

Key Requirements

  • •At least 3 years of process or project management experience.
  • •At least 1 year of experience in People Leadership.
  • •At least 2 years of experience using Google Suite or Microsoft Office.
  • •High School Diploma, GED or equivalent certification.
  • •Experience coordinating and improving execution for strategic initiatives, including breaking down complex work into manageable bodies of work.
Experience:Retail bankingContact centerOperations
Skills:CommunicationProblem-solvingInfluencingTeam leadershipCross-functional collaboration
Certifications:PMPLeanAgileSix Sigma
Tech Stack:Google SuiteMicrosoft OfficeConfluenceJira

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

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