About This Role

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:

The VP, Student Loan Operations Strategy is responsible for overseeing the operations of the Discover Student Loan business. This includes providing strategic and tactical direction for operational activities to deliver industry-leading customer service and experience, improve and streamline process efficiency, and ensure strong controls for the operations, spanning the student loan products for acquisition and servicing. The VP also directs the PMO for the Student Loans business, including UAT, to achieve business growth and improvement initiatives. Importantly, the VP serves as an advocate for the field operations, working to ensure their success, and thus the business overall.

As a member of the Student Loan leadership team, the VP works alongside business partners in student loan product, risk management, legal, compliance, and business technology. As a member of the CB Operations leadership team, the VP also partners with the CB Ops COE team and other Ops heads to leverage best practices and centralized services and functions to more efficiently and effectively enhance operations.

Primary Responsibilities:

• Origination and Servicing Operations Strategy
  • Develop and implement strategy and processes to deliver industry-leading customer experience
  • Improve and streamline process efficiency, including self-servicing
  • Ensure operational readiness for all new initiatives and enhancements
  • Achieve key operational metrics, through improved demand management (forecasting and volumes) and
• Complaints Management
  • Root cause analysis and assessment of complaints to remediate and prevent future complaints
• PMO
  • Project prioritization and management of all technology initiatives in Student Loans
  • User Acceptance Testing management and execution

Matrix reporting structure, reporting into both the Student Loans General Manager (SVP) and CB Operations head (VP).

Minimum Qualifications

At a minimum, here’s what we need from you:

• Bachelor’s degree in Business, Finance, or Economics
• 10+ years of experience in strategy, analytics, financial services, consumer, or related
• In lieu of a Bachelor’s degree, 12+ years of experience in strategy, analytics, financial services, consumer, or related

Preferred Qualifications

If we had our say, we’d also look for:

• Master’s degree in Business, Finance, or Economics
• 12+ years of experience in strategy, analytics, financial services, consumer, or related
• At least 10 years of experience delivering results in progressively increasing responsibility
• 7-10 years of experience in operations/operations strategy (student lending preferred), including process design and improvement
• Demonstrated application of focus on customer
• Strong ability to understand and apply technology
• Excellent oral and written communication and presentation skills
• Strong interpersonal skills to collaborate and build relationships across teams and functions
• Ability to rapidly develop context across multiple complex projects and products
• Management consulting experience
• Lean/Six Sigma expertise a plus

#LI-JM4

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 committed to a diverse and inclusive workplace. 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. (Know Your Rights)