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The Journey to Transformation

 

Name: Kevin C.
Job Title: VP, Operations, Data Analytics and Collections

I was born and raised in Trinidad and came to the United States for college. Outside of work, I enjoy running, traveling, and being a foodie but my true passion is playing the piano. In 2014, I released an album of some of my original arrangements. I also love to learn and often want to get into the details of how work is executed. Anyone who works with me knows I like to “observe the work” in action because work for me is also a learning-journey.

From learning to giving back

Prior to Discover, I worked at the Boston Consulting Group (BCG ) a global management consulting firm. A BCG colleague working at Discover encouraged me to apply when I was looking for new opportunities and the rest is history!

Overall, my Discover journey has been very entrepreneurial. From creating and re-inventing talent management programs to building Lean and Risk capabilities to transforming operations, technology, digital journeys, and data – I am always challenged to create and constantly learning.

Discover has great training programs, most recently, I have been extensively trained on our management approach (i.e. Discover Management System or DMS) that combines the best of Lean with leadership behaviors – I consider this not just an investment in the company’s future but also my own professional development.

I’m my true self

As an immigrant, minority and LGBTQ representative I have always been an advocate of diversity out of necessity.  At Discover, we combine the diversity of our experiences with an obsessive focus on the customer to create sustainably winning experiences.

Our difference is…

Prior to Discover, I worked in investment banking and consulting.  Discover is definitely the most collaborative culture I have ever experienced and the focus is always about getting to the end-state “together” and leveraging the best of the team.

The change

I manage a team that leads operations, technology, digital journeys and data transformation for Discover Bank supporting 4 businesses: Deposits, Student Loans, Personal Loans, and Home Equity Loans. I am also responsible for collections and recovery strategies for Personal Loan and Student Loan portfolios with over $17BN in outstanding receivables. Finally, I am leading an operational excellence initiative that is improving how we do agile development, incident management and more!  I know my team makes a meaningful impact and that makes it exciting work. There is no typical day and that’s what makes it so fun. Come experience it for yourself!

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Columbia College Alumnus. PRIDE ERG Member. Lead Marketing Programs.

Michael O

Name: Michael O.
Job Title: Project Manager, Global Marketing & Marketing Chair, PRIDE Employee Resource Group

How does your role contribute to the company’s goals?

Within Global Marketing, we strive for acceptance—for merchants locally and globally to accept Discover (and our partners) as form of payment. When joining this team back in 2008, this was the challenge I was most excited about—why would anyone turn down a form of payment?

Diversity beyond a marketing campaign

I value and appreciate the diversity here at Discover—race, religion, gender, sexual orientation, age (millennials to baby boomers)—I see all these when I’m at Discover. Not only do I see it and value it, Discover, as a whole, also appreciates and values it. Walking through the halls is like walking down a street in Chicago—every type of person is here and welcomed.

The greatest experience I’ve had at Discover has probably been my work within the PRIDE Employee Resource Group (“ERG”) at Discover and marketing our Discover it® Card featuring the pride colors to the LGBTQ community. As a gay Discover employee (and cardmember, of course), I want the whole LGBTQ community to know how much Discover supports us. I really like the authenticity of our LGBTQ marketing—I see it as a FOR US, BY US campaign, LGBTQ Discover employees reaching out to the LGBTQ community. These marketing initiatives and ideas didn’t come from the ‘Big Dogs’ in the corner office… it came from the hearts of the LGBTQ employees.

Value comes from being your true self

Because of the overall diversity at Discover, I felt I could be my true self at the office—that I wouldn’t be judged or graded on for being gay. I’m lucky, even in 2019, not everyone can feel this way. When you walk into work not being your true self, you aren’t WHOLE. Your managers and co-workers, they are only getting maybe 60% of YOU. You don’t present as well, you don’t share your ideas because you’re worried your true self will be discovered and judged. When you can walk into work as your true self, you present better, you think in ways your managers and co-workers may not be thinking. And this is what every company needs—every employee walking in being their true Selves and sharing their ideas.

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Discover Has Been My Life, I Grew Up Here

Shannon

Discover Has Been My Life, I Grew Up Here

Name: Shannon

Job Title: Team Leader – Cardmember Assistance

I started as an outbound phone collector and collected for 4 years, then was promoted to coach. I was asked to cover two teams early in my coaching career and that earned me a promotion to Team Leader. Throughout the years I have served in a variety of leadership roles at Discover. Locally, I am the Phoenix PRIDE Employee Resource Group (ERG) Chair, and serve as a member of several other ERGs.

Discover is dedicated to helping employees with career growth. Those who show success in results and leadership can really stake out a career here. I myself have been afforded an opportunity to showcase my greatest skills in communication and helping keep employees engaged every day.

For several years I served as a Hiring Manager in Cardmember assistance. During that time,  I was one of the first faces a potential job candidate saw when they came for an interview. When looking to hire someone I always told them all of the things I liked about them and why I think they will find success here. Highlighting for them the strengths that work best with Discover’s culture and support of our values helps them hit the ground running and to be successful from day one. Many of my managers have been mentors to me and have made me feel valued. I strive to give back to the organization in the same way by carrying that forward.

I have had many employees tell me in the hallways that this dialogue is why they chose Discover over a competitor or even another job closer to home. It was my favorite part of hiring.

I love creating an open atmosphere and encourage all employees to reach their potential, and do so by living authentic lives in the work place. The culture here is unparalleled and I truly appreciate Discover for that.

Interested in working in Cardmember Assistance? Search & apply for careers in Customer Service.