Call Delivery Manager

OneMain Financial; Wilmington (DE); On-site; USD 110,000 - 140,000; Full time

Job summary

OneMain Financial in Wilmington, DE (and Evansville, IN) seeks a Call Delivery Manager to lead incidents, service requests, and change workflows across the Call Delivery and Voice Technology teams.

You will own intake, prioritization, planning, and validation with business stakeholders, develop standardized processes, and mature ServiceNow/JIRA-based workflows.

The role emphasizes transparency, accountability, and scalable shared services to balance BAU work with strategic enhancements.

Qualifications

• Experience with intake, incidents, and changes in a structured delivery environment.
• Ability to establish, document, and improve standard intake and prioritization processes.
• Proven track record of leading cross-functional initiatives and stakeholder communications.
• Strong organizational skills to manage multiple priorities, deadlines, and dependencies.
• Experience maturing change management and shared services models.

Responsibilities

• Provide leadership, planning, prioritization, and execution oversight for day-to-day Call Delivery support.
• Coordinate intake, assignment, tracking, and completion of incidents, service requests, and changes.
• Develop and maintain documentation for Call Delivery processes, configurations, dashboards, and procedures.
• Oversee ServiceNow ticketing system and Knowledge Base maintenance.
• Develop a centralized intake process and a prioritization framework balancing BAU with strategic work.

Skills

ServiceNow/JIRA experience

Process improvement

Operational change management

Request prioritization

Cross-functional collaboration

Communication skills

Documentation

Education

High school diploma or GED

Tools

ServiceNow

JIRA

Job description

We are seeking a dynamic, detail-oriented Call Delivery Manager to lead the coordination and oversight of Call Delivery incidents, business requests, operational changes, and enhancement workflows. This role is responsible for managing the end-to-end intake and delivery process, including evaluating and distributing requests, aligning work with team member capabilities and capacity, tracking commitments, maintaining documentation, and completing post-implementation validation with business stakeholders. A central focus of this position will be maturing the Call Delivery change management and intake processes. The Manager will help establish a scalable shared services approach that balances business-as-usual team member and telephony changes with strategic enhancements, risk remediation, and broader organizational priorities. The ideal candidate will have experience with ServiceNow/JIRA, process improvement, operational change management, request prioritization, and cross-functional collaboration. The successful candidate will bring structure, transparency, and accountability to how work enters the organization, how priorities are established, and how changes are implemented and validated.

In the Role Provide leadership, planning, prioritization, and execution oversight for day-to-day line-of-business support across the Call Delivery and Voice Technology organization. Coordinate the intake, assignment, tracking, and completion of incidents, service requests, business-as-usual changes, and strategic enhancements. Distribute work based on business priority, complexity, team member skill level, available capacity, risk, and required delivery timelines. Monitor request inventory, dependencies, deadlines, and outcomes, escalating barriers or competing priorities when necessary. Partner with business leaders to validate completed changes and confirm that delivered solutions align with the intended request and business outcome. Develop and maintain comprehensive documentation for Call Delivery processes, telephony configurations, inventories, dashboards, and operational procedures. Oversee the management and maintenance of the ServiceNow ticketing system and Knowledge Base. Lead the development and maturation of a centralized intake process for Call Delivery support requests, incidents, team member changes, and strategic enhancements. Define clear intake requirements so requests include the necessary business justification, expected benefit, scope, urgency, risk, dependencies, impacted stakeholders, and requested completion date. Establish consistent methods for evaluating, categorizing, routing, prioritizing, and tracking incoming work. Develop a prioritization framework that balances business-as-usual team member support with strategic enhancements, regulatory or compliance needs, risk remediation, operational stability, and organizational value. Advance the Call Delivery support model toward a shared services approach that provides consistent processes, service expectations, governance, and transparency across supported lines of business. Partner with stakeholders to distinguish urgent operational needs from standard requests and longer-term strategic opportunities. Improve visibility into demand, available capacity, request aging, delivery commitments, competing priorities, and completed outcomes. Identify opportunities to streamline, standardize, or automate recurring requests to improve efficiency and create additional capacity for strategic work. Lead the continued development and maturation of the Call Delivery change management process to promote consistency, transparency, accountability, and operational readiness. Establish clear change management standards covering request documentation, impact assessment, risk identification, stakeholder communication, approvals, implementation readiness, validation, and closure. Develop repeatable processes that support the successful delivery of routine changes, complex enhancements, system updates, and cross-functional initiatives. Work with business and technical partners to assess the operational impact of proposed changes, including impacts to team members, customers, workflows, controls, reporting, and downstream processes. Improve visibility into change timelines, implementation status, expected outcomes, risks, dependencies, and post-change results. Establish post-implementation validation and review practices to confirm results, identify gaps, document lessons learned, and support continuous process improvement. Promote adherence to change management standards while ensuring the process remains practical, scalable, and responsive to business needs.

Requirements

• High school diploma or GED.
• Two or more years of management experience.
• Experience managing or coordinating intake, service requests, incidents, business changes, or technical enhancements.
• Demonstrated ability to make critical operational decisions and advance projects with minimal direction.
• Solid understanding of operational and risk management practices.
• Strong organizational skills with the ability to manage competing priorities, deadlines, dependencies, and stakeholder expectations.
• Excellent communication, facilitation, and relationship-management skills, with experience working across teams and organizational levels.
• Proficiency in maintaining organized, accurate, and comprehensive process and operational documentation.
• Ability to translate business needs into structured requests, priorities, and actionable delivery plans.
• Familiarity with Call Delivery, contact center technology, or telephony operations is desired.
• Preferred Experience with ServiceNow ticketing, request management, reporting, or Knowledge Base administration.
• Experience developing or maturing change management, intake, demand management, or shared services processes.
• Experience in strategic planning, capacity planning, governance, and reporting frameworks.
• Experience coordinating cross-functional technical enhancements and operational changes.
• Experience developing prioritization models, service-level expectations, operational dashboards, or performance measures.
• Experience supporting technology transformations or enterprise-scale operational initiatives.

Location

Location: Wilmington, DE or Evansville, IN

Who we Are

OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future. Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain. Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with:

• Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Paid time off (15 days’ vacation per year, prorated based on start date)
• Paid sick leave as determined by state or local ordinance (prorated based on start date)
• 11 Paid holidays (4 floating holidays, prorated based on start date)
• Paid volunteer time (3 days per year, prorated based on start date)

OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship status, color, creed, culture, disability, ethnicity, gender, gender identity or expression, genetic information or history, marital status, military status, national origin, nationality, pregnancy, race, religion, sex, sexual orientation, socioeconomic status, transgender or on any other basis protected by law.

OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future. In our more than 1300 community branches and across the U.S., team members help millions of customers solve critical financial needs, including debt consolidation, home and auto repairs, medical procedures and extending household budgets. We meet customers where they want to be - in person, by phone and online. At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain.