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OneMain Financial is seeking a Managing Director, Card Operations, reporting to the Head of Operations Strategy & Planning. OneMain is the largest non-prime personal loan lender in the country and is building out a rapidly growing Credit Card business. This role is one of the most critical roles for the expansion and success of the credit card business. The person in this role is responsible for managing operations for the card business and is

responsible for ensuring the business is able to scale quickly over the next 3+ years.

The leader in this role will have regular visibility to both the Head of Cards and the Chief Operating Officer, as well as other C-Suite executives. Additionally, the person in the role regularly reports out the performance and key initiatives to executive leadership, via recurring business reviews as well as other ad-hoc forums.

To be successful in this role, the selected candidate will coordinate directly with third party service providers, finance, compliance, fraud, and legal on a frequent basis.

In the Role

• Responsible for ensuring high quality customer servicing while managing costs. Ensure a well-managed control environment that identifies and optimizes areas for improvement proactively.

• Ensure a seamless experience for our customers that are victims of fraud while managing down overall fraud loss rates through operational processes. Manage the case in-take and chargeback processes. Partnering with fraud analytics to introduce new capabilities to continually reduce fraud losses while approving more customer transactions.

• Responsible for managing key relationships such as our bank partner and tech platform and servicing relationships.

• Create and execute on a roadmap for OneMain’s operations strategy as the business scales. This includes: which capabilities to manage directly vs out-source; use of on-shore vs off-shore resources, outlining the key Service Level Agreements (SLA’s) to manage the business, and ensuring the right balance between cost and service quality. Setting an ambitious innovation agenda for the organization to reduce call center interactions through digital adoption will be a critical part of this role, ensuring a seamless experience for OneMain customers across the different engagement channels.

• Communicate performance, issues, and initiatives to extended leadership team, brand and operational leadership.

• Maintain close working relationship with leader of Card Collections and Recoveries, ensuring support as required from FIS, Bank Partner and Digital/Tech to effectively manage collections and losses.

Requirements

• 15+ years’ experience in financial services operations, with at least 5 years of experience within credit cards including card specific legal and regulatory requirements

• Deep knowledge and expertise of managing operations in a consumer lending business with specific experience with near/sub-prime credit

• Proven experience managing a contact center and driving improved operational efficiency

• Experience managing and negotiating complex vendor relationships, including enforcing adherence to SLA’s and overseeing prioritization and execution of required contractual and operational changes

• Ability to partner with product and analytics teams to optimize servicing across multiple dimensions (cost, service levels, profitability), especially related to driving digital engagement

• Experience in communicating to executive management team regarding operations performance and business initiatives

Location: Hybrid - Wilmington, DE | Charlotte, NC

Who we Are

OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.

Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain.

Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with:

• Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances

• Up to 4% matching 401(k)  

• Employee Stock Purchase Plan (10% share discount)  

• Tuition reimbursement  

• Paid time off (15 days’ vacation per year, plus 2 personal days, prorated based on start date)

• Paid sick leave as determined by state or local ordinance, prorated based on start date

• Paid holidays (7 days per year, based on start date)

• Paid volunteer time (3 days per year, prorated based on start date)

OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identify, national origin, age, marital status, protected veteran status, or disability status.