Operations Lead

Discover Financial
Toronto
Workplace: HybridFull timeFunction: Business OperationsExperience: 3+ yearsSkills: ["Communication","Storytelling","Analytical problem-solving","Stakeholder management","Independent problem-solving"]

Own end-to-end operational portfolios for the Servicing network, including Fraud queues and related ecosystems. Lead business continuity plan governance, oversee operational budgeting and workforce planning, and partner with Workforce Management to scale resources using performance metrics. Collaborate with internal teams and third-party suppliers to drive agent performance, CSAT/Resolution Rate, QA, and regulatory compliance—while influencing stakeholders through clear, data-driven communication.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Discover Financial
Discover Financial
4 weeks ago

Operations Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own end-to-end operational portfolios for the Servicing network, including Fraud queues and related ecosystems. Lead business continuity plan governance, oversee operational budgeting and workforce planning, and partner with Workforce Management to scale resources using performance metrics. Collaborate with internal teams and third-party suppliers to drive agent performance, CSAT/Resolution Rate, QA, and regulatory compliance—while influencing stakeholders through clear, data-driven communication.
Location: Toronto
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Mid level

Key Responsibilities

  • •Take end-to-end accountability for key operational portfolios (including Fraud queues and broader Servicing ecosystems), building, scaling, and optimizing operations.
  • •Serve as Plan Manager for Servicing Business Continuity Plans (BCP), maintaining, updating, and stress-testing response strategies.
  • •Manage Servicing OpEx through budget oversight and workforce planning, translating data into resource recommendations.
  • •Partner with Workforce Management to anticipate volume demands and optimize production activities using operational metrics (occupancy, adherence, shrinkage).
  • •Partner with internal teams and third-party suppliers to ensure agent performance and quality benchmarks are consistently met (CSAT, Resolution Rate, QA, regulatory compliance).
Travel: Low travel

Pay and Benefits

Perks:Remote WorkHealth InsuranceTuition Subsidies

Key Requirements

  • •3+ years of experience managing operational portfolios, leading cross-functional projects, or driving change initiatives with autonomy in ambiguous environments.
  • •Demonstrated learning agility to rapidly master new, complex subject matter and pivot across operational domains.
  • •Experience with workforce management governance such as forecasting, capacity planning, and resource optimization, plus operational budgeting/costing.
  • •Strong quantitative orientation and analytical problem-solving to deliver data-driven recommendations.
  • •Experience partnering with and influencing stakeholders and third-party/outsourced partners to drive alignment from inception to implementation.
Experience:3+ years
Skills:CommunicationStorytellingAnalytical problem-solvingStakeholder managementIndependent problem-solving

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