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Servicing Strategy Senior Manager

Bread Financial

Last Updated: 5/19/24

Job Description

The Servicing Strategy Senior Manager drives and leads the overall department vision, strategy, and execution to ensure quality output. Responsibilities include developing operational efficiencies, achieving team productivity and business SLAs, and overall associate engagement. This role demonstrates strong leadership skills by training peers and/or other stakeholders and being viewed as a knowledgeable, approachable resource throughout the organization. As the team grows, the Senior Manager is also responsible for leading efforts relating to talent acquisition, development of associates, resource management, and business performance reporting. This position supports Bread Financials’ Diversity, Equity, and Inclusion (DE&I) strategy, including helping to create a fair, trusting, and inclusive environment for all associates by influencing, demonstrating, and embracing cultural components of the organization. This role also drives product growth strategies to expand the next generation of our business. Additional tasks include performing research to support knowing who our customers are to inform the solutions and capabilities we bring to market, how marketplaces are ever changing, and helping the business evolve to ‘next’. Other initiatives include driving meaningful engagement, profitable economics, and delivering key P&L metrics. Building strong partnerships with cross-functional stakeholders and managing effective communication channels with senior leaders are keys to success.

The Senior Manager expands servicing engagement strategies, drives personalization through proactive and predictive servicing, and advances associate tools to increase agent productivity while improving customer experiences and revenue increases. This position plays a significant role in advancing our Operational Excellence strategy within our servicing platforms and creates the vision around the contact center of the future through a data driven approach and competitive insights. This role operates as a visionary leader with a best-in-class mentality enabling us to empower customers and inspires confidence and trust across our customers, associates, and brand partners while creating effortless interactions and improving the overall experience. This Senior Manager bridges the gap between Information Technology execution and business priorities to maximize efficiencies and speed to market, while partnering with key stakeholders to manage the value case.

Job Summary

Essential Job Functions:

  • Strategy and Vision: Develop and drive the overall department vision and strategy. Create the business plan roadmap and ensure it is executed, activities are developed, and the vision is carried forward on time as planned. Develop and drive the overall department vision and strategy through in-depth research, cross functional collaboration, strategic decision-making, results driven operations and creating an effective business plan that can be carried forward on time within plans. Champion change and spearhead business opportunities to support growth. Understand the P&L levers for Bread Financial and execute the most impactful projects driving revenue enhancements, cost savings and/or risk mitigation for the company. Consult on complex business issues beyond assigned project work when appropriate and recommend approaches and actions needed. Listen, understand, anticipate, and respond to the needs of our customers, associates and partners by creating personalized and effortless experiences across all channels, generating a sense of warmth, value and appreciation.

  • Thought Leadership and Delivery: Lead and drive problem solving, solution identification, and compliance/governance deliverables. Work with stakeholders across the business along with strategic vendor partners to identify new opportunities to improve operational efficiency and delivery. Provide strategic leadership alongside operational and product stakeholders across the enterprise to perform impact assessment design, secure cross-functional roadmap support and ultimately lead implementation.

  • Business Transformation: Play a critical support role in the scoping of new tools and technologies that enable our long-range plan while delivering an improved experience for our associates and cardmembers. Work to identify key operational integration opportunities between Card services, Savings and Bread Pay by identifying emerging tools and solutions, A/B testing opportunities or by leveraging existing tools, technology, and resources.

  • Process Improvement (Agility/Re-engineering): Redesign existing processes and experiences to drive customer and business value while leveraging performance data. Lead efforts to evaluate current processes and procedures for improvements and efficiencies. Demonstrate flexibility and the ability to problem solve by collaborating with business partners to understand broader organizational challenges and impacts to the business. Understand and map customer/agent experiences and corresponding performance data (behavioral, experiential, and financial) to not only understand current state experiences, but also their impact on the customer, associate, and business. Drive solutions through critical thinking and decision making to address business challenges, drive business value, enhance customer experience and mitigate operational and compliance risks.

  • Results Driven (KPIs/Budget Management): Understand the impacts to the organization’s P&L. Own responsibility for delivering on revenue goals for the company and develop strategies to meet and exceed targets. Make critical decisions that have a financial impact to the business, deliver on departmental KPIs, and drive performance of the team. Handle key deliverables that have a meaningful impact on the operation unit and/or the overall organization. Oversee the delivery of material key metrics that drive financial results, productivity, SLAs, quality, and compliance. Lead critical internal and external relationships that help drive results, including key vendors, contractors/consultants and/or cross functional teams to deliver on objectives core to the operating area or the organization. Through research and industry monitoring, develop a strong understanding of market trends and their impact on Bread Financials’ customer and associate experience. Monitor outcomes and establish an effective enterprise feedback loop.

  • Project Management: Lead and drive cross-functional efforts for business initiatives in support of strategic imperatives and/or operational efficiencies. Manage cross-functional teams through setting direction and deploying resources for enterprise-wide projects ensuring deliverables are completed within established time and budgetary parameters. Possess knowledge of project management principles and disciplines accentuated by clear verbal and written communication skills. Collaborate with the ability to influence others and build strong professional relationships internally and externally.

  • Team Leadership/Cultural Advancement: Demonstrate leadership skills capable of managing multiple complex initiatives delivered on time and with high quality results. Influence change across the organization by demonstrating organizational agility and managerial courage.

Reports to: Director or above
Direct Reports: Potential for 1+ direct reports
Working Conditions/Physical Requirements:
  • Hybrid role, work in corporate office as required, some travel may be required.
  • This position is hybrid with an onsite schedule of 3-4 days per month. In-office requirements are subject to change based on business needs. This position is currently available to candidates that reside within 60 miles of Columbus, OH; Chadds Ford, PA; Plano, TX; Draper, UT; Wilmington, DE or New York, NY.
Minimum Qualifications:
  • Bachelor’s Degree in Business, Technology, Finance, or related field of study.
  • 8+ years of experience working in Process Development, project management, process excellence and/or change management.
Preferred Qualifications:
  • Master’s Degree in Business, Technology, Finance, or related field of study.
  • 4+ years of experience managing Process or Control Design/Improvement, Customer Experience, Operational Excellence, Quality, Continuous Improvement, Lean/Six Sigma, Project Management, Business Architecture or Product Ownership.
  • 5+ years of experience leading teams of people in a professional setting.
  • Experience in partnership management, financial services, operations and/or working with executive teams.
  • Experience with journey mapping; consumer personas; UX and/or process improvement.

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

Typical Starting Range:
$133,500.00 - $241,900.00

Full Salary Range for position:
California: $153,500.00 - $302,400.00
Colorado: $133,500.00 - $254,000.00
New York: $146,800.00 - $302,400.00
Washington: $140,100.00 - $278,200.00

The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.

Click the Link Below to Apply!

Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates can immediately enroll in Bread Financial’s 401(k) plan.

All associates receive 11 paid holidays. Associates have discretion in managing their time away from work through the Flexible Time Off (FTO) program and may need to notify and receive approval from their manager prior to taking the time off. Associates (except those located in Illinois) receive 80 hours of Paid Sick and Safe Time (“PSST”) upon hire and at the beginning of each subsequent calendar year. Illinois associates receive 40 hours of Illinois PSST upon hire and at the beginning of each subsequent calendar year and 40 hours of Illinois Paid Leave upon hire and at the beginning of each subsequent calendar year. Illinois Paid Leave must be used before associates in Illinois will be approved to take FTO.

Hired associates will be able to elect the purchase company stock during offering periods in June and December. You will be eligible for an annual incentive bonus based on individual and company performance.

Click here for more Benefits information.

About Bread Financial

At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We’ve been consistently recognized as a best place to work nationally and in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.

Bread FinancialTM is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive suite of payment solutions that includes private label and co-brand credit cards and Bread Pay™ buy now, pay later products. Bread Financial also offers direct-to-consumer products that give customers more access, choice and freedom through its branded Bread CashbackTM American Express® Credit Card and Bread SavingsTM products.

Headquartered in Columbus, Ohio, Bread Financial is powered by its approximately 7,000 global associates and is committed to sustainable business practices.

  • Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
  • The Company is an Equal Opportunity Employer.
  • Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
  • The Company participates in E-Verify.
  • The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
  • The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at

Company Details

Columbus, Ohio, United States
Bread Financial (NYSE: BFH) is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. We offer a comprehensive product suite that includes private label and co-brand credit cards, as well as buy now, pay later (BNPL) options. Bread Financial also offers direct-to-consumer solutions through our branded Bread Cashback American Express® Credit...