Lead Process Improvement Analyst

Discover; Chicago (IL); On-site; USD 77,000 - 132,000; Full time

Job summary

Join a forward-thinking company where you'll lead strategic enhancements in operational management. This role is pivotal in driving initiatives for new account acquisition and ensuring a streamlined customer experience. You'll manage operational metrics, identify opportunities for improvement, and engage with business partners to formulate actionable solutions. With a collaborative culture that values your unique contributions, this position offers a chance to make a significant impact on millions of customers' financial futures. Embrace the opportunity to grow and succeed in a dynamic environment focused on innovation and excellence.

Benefits

Paid Parental Leave

Paid Time Off

401(k) Plan

Medical, Dental, Vision

Short and Long Term Disability Insurance

Recognition Program

Education Assistance

Commuter Benefits

Family Support Programs

Employee Stock Purchase Plan

Qualifications

• 4+ years in Operational Management or related fields.
• Experience in Mortgage or Home Equity origination preferred.

Responsibilities

• Lead initiatives for new account acquisition and service delivery.
• Manage operational metrics to improve service levels and customer satisfaction.

Skills

Operational Management

Customer Satisfaction

Process Improvement

Strategic Planning

Education

Bachelor's degree in Finance

Bachelor's degree in Business Administration

Bachelor's degree in Information Technology

Tools

Lean

Six Sigma

Job description

Discover. A brighter future.
With us, you'll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it - we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.
Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description:

What You'll Do
Responsible for leading initiatives, developing strategic enhancements, and completing ongoing monitoring for new account acquisition. Innovates and drives operational strategies and processes re-engineering service delivery channels to meet business and operational goals. Ensures a streamlined and differentiated customer experience.

How You'll Do It

• Manages operational metrics and identifies opportunities to improve brand promise, service levels, and customer satisfaction.
• Manages strategies that drives plan goals, monthly forecasting, and overall volume forecasting.
• Identifies and implements process improvements that enhance the customer experience and improve efficiency.
• Manages and monitors acquisition and onboarding processes.
• Engages with internal and external business partners to formulate actionable solutions to business problems.
• Documents business processes and procedures. Maintains documentation for change management.
• Ensures compliance with policies and regulations through development and oversight of controls and operational reporting.
• Effectively and consistently communicate statuses and results.

Qualifications You'll Need
The Basics

• Bachelors degree in Finance, Business Administration and Management, Bachelors Information Technology, or related
• 4+ years Operational Management, Mortgage or Home Equity origination, Computer system management or related
• In lieu of education, 6+ years Operational Management, Mortgage or Home Equity origination, Computer system management or related

Physical and Cognitive Requirements
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

• Primarily remain in a stationary position.
• No required movement about the work environment to complete the major responsibilities of the job.
• Primarily performed indoors in an office setting.
• Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.

Bonus Points If You Have

• 6+ years Operational Management, Mortgage or Home Equity origination, Computer system management or related
• Other: Lean, Six Sigma

Discover will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States on a full-time basis.

Application Deadline:
The application window for this position is anticipated to close on Apr-12-2025. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

Compensation:
The base pay for this position generally ranges between $77,500.00 to $131,500.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.

Benefits:
We also offer a range of benefits and programs based on eligibility. These benefits include:

• Paid Parental Leave
• Paid Time Off
• 401(k) Plan
• Medical, Dental, Vision, & Health Savings Account
• Short and Long Term Disability, Life, and Accidental Death & Dismemberment insurances
• Recognition Program
• Education Assistance
• Commuter Benefits
• Family Support Programs
• Employee Stock Purchase Plan

Learn more at mydiscoverbenefits.com.

What are you waiting for? Apply today!

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status.

Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email [e-mail]. Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.

At Discover, we are committed to creating an inclusive and equitable workplace through our Fair Chance Hiring practices. Fair Chance Hiring means that we base our hiring decisions on an applicant's qualifications rather than their criminal record. All our positions are subject to Section 19 of the Federal Deposit Insurance Act. Our applicants go through a background check, and we follow all applicable local laws, including the Los Angeles County Fair Chance Hiring Ordinance ( LA County Fair Chance ).

Positions marked as remote eligible are limited to remote locations within the country in which the position is based.

Applicants must be 18 or older at the time of hire.