Card Lending Services

You are a strategic thinker passionate about driving solutions in Intelligent Production Support Analyst within Card Lending Services. You have found the right team. 

As a Production Support Analyst within Card Lending Services (CLS), you will serve as a leader by providing expertise, being creative, and applying critical thinking skills to maintain systems crucial to our daily operations. You will work collaboratively to triage and support the resolution of systemic and data issues as they arise with technology partners, gaining exposure to software development, testing, deployment, maintenance, and improvement, in addition to production lifecycle methodologies and risk guidelines.

Works with several business partners to support a large scale, complex, multi shift operation with 900+ employees.

Prevent a productivity loss of on average $200K by resolving 700 technology issues and 200 tickets. Create a work around process for each issue to prevent Reg. B violation, control gaps and action plans. 

Job responsibilities

• Provide leadership, coaching, and mentorship to team members, fostering a culture of continuous learning, collaboration, and high performance.
• Set clear goals and expectations for the team, monitor progress, and conduct regular feedback sessions to support professional development and ensure accountability.
• Facilitate effective communication within the team and across cross-functional groups, ensuring alignment on priorities, project deliverables, and best practices.
• Coordinate and oversee issue triage and resolution, guiding the team in raising tickets, partnering with technology and product teams, and managing impact analysis.
• Lead the team's response to high-severity issues, ensuring timely solutions and effective communication with leadership and frontline teams.
• Drive team collaboration with operations, risk, controls, and product owners to conduct impact assessments, prioritize issues, and enhance processes.
• Champion system and process improvements, guiding the team in designing use cases, writing user stories, conducting UAT, and delivering final products.
• Promote effective use of tools and processes within the team, encouraging adoption of best practices and continuous improvement.
• Break down organizational barriers to empower the team, ensuring effective communication and resolution of challenges.
• Serve as a catalyst for change management, leading the team in adapting to new processes and partnering with business units, compliance, and control offices to optimize operations.

Required qualifications, capabilities and skills

• Bachelor's degree.
• Exceptional problem solving skills - must demonstrate the ability to identify key issues, gather data to investigate those issues and develop actionable recommendations.  
• Ability to lead a team or work independently. Strong client management skills, executive-level communication skills and the ability to structure and scope complex problems
• Given a strong fact base, candidate should be able to maintain point of view in the face of resistance.
• Proven ability to prioritize and efficiently complete assignments while maintaining the highest quality;
• Strong computer skills; proficiency in Microsoft applications. Comfort with learning and using new software tools
• Strong  facilitation skills with ability to bring teams to consensus. Excellent judgment and logic to handle sensitive information
• Professional team-player with exceptional attention to detail and excellent written and verbal communication skills
• Ability to perceive risks and make decisions quickly, often with incomplete information
• Aptitude for remaining composed and confident under pressure. Passion for improving systems and processes