Lead, Systems and Reporting - CM&S

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 This role is responsible leading and developing the Complaint Management & Systems team’s strategic initiatives and product ownership for the complaints management system (Referral Management System, Salesforce Case Management, Salesforce Accounts, and the Refer A Merchant form API). This person drives partnership and strategy for end-to-end complaints processing and associated reporting across our systems of record. This person is called upon daily to understand the technical components of the system and be must able to make decisions about how to proceed. In addition, this person will be responsible for thought leadership in systems usage and integration to simplify process, and mentors team members and partners as new systems enhancements are introduced. The role will ensure an outcome for a system of record is delivered that meets the requirements of stakeholders and customers. This requires a fundamental understanding of the business and its constraints (financial, development resource, compliance, service, the customer environment, the technical capabilities, the user experience, etc.) to provide a solution that satisfies all stakeholders and customers. This person may also be responsible for helping management maintain and enhance department or functional units in support of the overall compliance program components. The role collaborates with management to identify compliance issues and corrective action plans and communicates the scope and severity of concerns identified to the applicable level of management. How You’ll Do It Develops, supports, and strategizes solutions to drive effectiveness and efficiency of the entire complaints and leads portfolio, process, and system usage. Focus on end user self service reporting throughout the development process. Interacts and collaborates with stakeholders on key product considerations and aligns with product vision, features, and roadmap. Leverages customer insights, feedback, and requirements to define product features and roadmap in partnership with other SMEs. Defines functional and non-functional product requirements; ensures completeness; integral and consistent; source of requirements for product teams. Creates and validates user story acceptance criteria. Defines and ensures appropriate testing frameworks for product features. Works with development resources in their respective lines of business to ensure prioritization, quality, and controls are identified and implemented. Inspect and evaluate product progress through each iteration. Builds product backlog, prioritize its items to achieve objectives and key results and continuously keep it up to date. Hold meetings with stakeholder, customer, and product development teams to continuously update and refine the backlog. Ensures product features and process align with applicable Discover compliance and risk management standards, and the highest quality customer experience. Ensures end to end documentation of all complaint systems process and control functions. Develops and delivers training to team members and partners as new systems enhancements are introduced. Partners with business technology to create technical features that are required to continuously optimize system components and underline infrastructure maintenance. Builds a culture of accountability and ownership by empowering the systems teams to make decisions as close to the work as possible. Manage dependencies with other team's functions while identifying, building, and managing strategic partnership across different product teams. Reviews and investigates Elevated Complaints as key Compliance point of contact in areas such as DCC/EOCA, reviews tracking and trending and assist business with identification of process improvements to mitigate compliance risks identified by complaint analysis. Evaluate, monitoring and/or test the adequacy of business processes and practices with respect to risks, controls and regulatory requirement identifying gaps and issues. Assists more senior compliance professionals in evaluating the adequacy of business policies, procedures, training and reference materials, system and manual processes and provides support for research of regulatory requirements. Communicates and collaborates with business partners in the first line of defense regarding compliance risks and controls. Assists Principals, Managers or Senior Manager in discrete portions of larger projects. Ensures compliance issues are brought to the attention of senior compliance professionals. Maintains a high level of awareness and knowledge of regulatory compliance requirements and assisting in the identification of compliance risks. Manage activities of Compliance staff (direct/indirect) and is responsible for the overall integrity and quality of the work product. Create and maintain work product and supporting documentation. Communicate results and/or concerns verbally and in written form. Monitor and validate status of corrective actions taken by business partners to remediate concerns. Assists in obtaining and developing content for presentations for Committee reporting. Supports the business in operationalizing legal and regulatory requirements. Qualifications You’ll Need The Basics Bachelor’s Degree in Business or related 4 years of experience with Project Management, Compliance, Risk, Operations, Governance or Related In lieu of a degree, 8 years of experience with Project Management, Compliance, Risk, Operations, Governance or Related Bonus Points If You Have 6 years of experience with Project Management, Compliance, Risk, Operations, Governance or Related Strategic thinking and time management skills Excellent communication and presentation skills Strong reporting and analytical skillset Ability to work both independently and as part of a team Ability to understand the details of their projects and how they support the overall strategic vision of the department, division and company Strong leadership capabilities required to drive cross-functional teams to a consensus, establish synergy, and manage broad groups without direct authority Agile Way of Working (AWOW) experience Product Ownership experience Lean six sigma and/or demonstrated process improvement experience Experience using Salesforce, Snowflake, and Tableau Support and development of end-user systems API knowledge Quick evaluation and decision-making skills of data and analytics Previous client facing experience a plus #Remote #LI-KH1 What are you waiting for? Apply today! The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.