Director, Operations Strategy

The Director, Operations Strategy, is responsible for development and implementation of strategies that improve customer experience, efficiency, and control at DFS contact and fulfillment sites supporting the deposit products business. The Director leads and develops multiple high performing teams focused on process design, call routing, policy and procedure, quality control (call monitoring and process auditing), complaints handling, and performance analytics. The Director partners with field based operations leadership to coordinate and ensure successful execution of strategies and, as a member of the Deposit Products leadership team, works alongside business partners in consumer banking product and operations, risk management, legal, compliance, and business technology.

Qualifications

• At least 10-years of experience delivering results in a matrix management environment
• 7-10 years of experience in operations strategy (deposits or lending products preferred)
• Excellent oral and written communication and presentation skills
• Ability to rapidly develop context across multiple complex projects
• MBA or equivalent Master’s Degree in Operations or Industrial Organization
• Management consulting experience
• Internal Candidate with relevant organizational context
• Lean, Six Sigma and/or demonstrated process improvement expertise a plus We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.