Lead Operations Strategy Analyst - Mortgage Servicing

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 implementing strategies and systems improvements to support business operations. Utilizes data to identify opportunities to enhance efficiencies, foster collaboration, and problem solve issues.
How You'll Do It

• Identifies opportunities to improve operations by analyzing data, listening to customer calls, interviewing staff, and observing workflows.
• Leads performance improvement implementations.
• Documents processes and process flows. Drives the development and enhancement of reporting metrics.
• Partners with internal teams and external partners to define implementation requirements and timelines. Ensures operational readiness for all implementations, technology, and process changes.
• Assess root causes and solutions for issues that arise.

Qualifications You'll Need
The Basics

• Bachelors Business Administration and Management, Engineering, Social Services or related
• 4+ years Customer service or Financial Services Operations
• In lieu of degree 6+ years Customer service or Financial Services Operations

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:
Does this job require remaining in a stationary position, including but not limited to, primarily sitting and standing? Primarily remain in a stationary position.
Does this job require the ability to move about inside or outside the work environment to complete the major responsibilities of the job? No required movement about the work environment to complete the major responsibilities of the job.
Does this job require the ability to transport physical objects? If so, provide the weight of the heaviest object the job needs to transport without the aid of machinery or equipment or the weight equivalency with the aid of machinery or equipment. No
Primarily, where is this job performed? Primarily performed indoors in an office setting.
Does this job require the ability to operate equipment or machinery? Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.
Does this job require the ability to communicate verbally or in written form? Ability to communicate verbally.; Ability to communicate in written form.
Does the job require travel? No
Bonus Points If You Have

• Masters Business Administration and Management, Engineering, Arts, Social Sciences or related.
• 4+ years Applicable line of business [Credit Cards, Deposits, Personal Loans, Student Loans], or related experience.
• Mortgage Servicing background
• Flood Insurance experience

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 May-03-2025. 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. (Know Your Rights)
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 [email protected] . 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.