Process Manager - Payments & Customer Fulfilment

Discover Financial
Nottingham
Workplace: HybridFull timeFunction: Communications, PR & CommunitySkills: ["Problem-solving","Root cause analysis","Communication","Influencing","Decision-making"]

Lead end-to-end process excellence for customer fulfilment operations, specializing in payments, customer communications, card issuance, and incoming mail. Own day-to-day process management and CTQ metrics, proactively mitigate risk, and drive complex problem-solving. Partner across teams to implement robust control frameworks, improve resilience and compliance, and deliver measurable time and cost efficiencies using Lean, Six Sigma, and Root Cause Analysis.

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Discover Financial
Discover Financial
1 day ago

Process Manager - Payments & Customer Fulfilment

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

Job Summary

Lead end-to-end process excellence for customer fulfilment operations, specializing in payments, customer communications, card issuance, and incoming mail. Own day-to-day process management and CTQ metrics, proactively mitigate risk, and drive complex problem-solving. Partner across teams to implement robust control frameworks, improve resilience and compliance, and deliver measurable time and cost efficiencies using Lean, Six Sigma, and Root Cause Analysis.
Location: Nottingham
Workplace: Hybrid
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Own day-to-day process management to ensure Critical to Quality (CTQs) metrics are met, issues are resolved quickly, and performance is reported regularly.
  • •Proactively manage the process risk profile and design control frameworks for a well-managed process environment.
  • •Advise and influence complex business changes by partnering with teams across the organisation.
  • •Apply advanced process management methodologies (e.g., Lean, Six Sigma, Root Cause Analysis) to solve complex problems and identify cost/time efficiencies.
  • •Analyse and translate data into business cases, then see opportunities through to fruition while leading and coaching the team.

Pay and Benefits

Perks:PensionAnnual BonusAnnual LeaveHealth InsuranceParental LeaveLearning Budget

Key Requirements

  • •Experience understanding complex operational processes, systems, and technologies.
  • •Experience using root cause analysis to solve complex problems and gain insights.
  • •Experience managing strategic process redesign, process improvements, or continuous improvement initiatives.
  • •Strong written and verbal communication with excellent influencing skills across multiple levels.
  • •Ability to make effective recommendations by combining business experience and insights from multiple sources.
Skills:Problem-solvingRoot cause analysisCommunicationInfluencingDecision-making

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