Call Delivery Manager

We are seeking a dynamic detail-oriented Call Delivery Manager to lead the coordination and oversight of Call Delivery incidents business requests operational changes and enhancement workflows.

This role is responsible for managing the end-to-end intake and delivery process including evaluating and distributing requests aligning work with team member capabilities and capacity tracking commitments maintaining documentation and completing post-implementation validation with business stakeholders.

A central focus of this position will be maturing the Call Delivery change management and intake processes. The Manager will help establish a scalable shared services approach that balances business-as-usual team member and telephony changes with strategic enhancements risk remediation and broader organizational priorities.

The ideal candidate will have experience with ServiceNow/JIRA process improvement operational change management request prioritization and cross-functional collaboration. The successful candidate will bring structure transparency and accountability to how work enters the organization how priorities are established and how changes are implemented and validated.

In the Role

• Provide leadership planning prioritization and execution oversight for day-to-day line-of-business support across the Call Delivery and Voice Technology organization.
• Coordinate the intake assignment tracking and completion of incidents service requests business-as-usual changes and strategic enhancements.
• Distribute work based on business priority complexity team member skill level available capacity risk and required delivery timelines.
• Monitor request inventory dependencies deadlines and outcomes escalating barriers or competing priorities when necessary.
• Partner with business leaders to validate completed changes and confirm that delivered solutions align with the intended request and business outcome.
• Develop and maintain comprehensive documentation for Call Delivery processes telephony configurations inventories dashboards and operational procedures.
• Oversee the management and maintenance of the ServiceNow ticketing system and Knowledge Base.
• Lead the development and maturation of a centralized intake process for Call Delivery support requests incidents team member changes and strategic enhancements.
• Define clear intake requirements so requests include the necessary business justification expected benefit scope urgency risk dependencies impacted stakeholders and requested completion date.
• Establish consistent methods for evaluating categorizing routing prioritizing and tracking incoming work.
• Develop a prioritization framework that balances business-as-usual team member support with strategic enhancements regulatory or compliance needs risk remediation operational stability and organizational value.
• Advance the Call Delivery support model toward a shared services approach that provides consistent processes service expectations governance and transparency across supported lines of business.
• Partner with stakeholders to distinguish urgent operational needs from standard requests and longer-term strategic opportunities.
• Improve visibility into demand available capacity request aging delivery commitments competing priorities and completed outcomes.
• Identify opportunities to streamline standardize or automate recurring requests to improve efficiency and create additional capacity for strategic work.
• Lead the continued development and maturation of the Call Delivery change management process to promote consistency transparency accountability and operational readiness.
• Establish clear change management standards covering request documentation impact assessment risk identification stakeholder communication approvals implementation readiness validation and closure.
• Develop repeatable processes that support the successful delivery of routine changes complex enhancements system updates and cross-functional initiatives.
• Work with business and technical partners to assess the operational impact of proposed changes including impacts to team members customers workflows controls reporting and downstream processes.
• Improve visibility into change timelines implementation status expected outcomes risks dependencies and post-change results.
• Establish post-implementation validation and review practices to confirm results identify gaps document lessons learned and support continuous process improvement.
• Promote adherence to change management standards while ensuring the process remains practical scalable and responsive to business needs.

Requirements

• High school diploma or GED.
• Two or more years of management experience.
• Experience managing or coordinating intake service requests incidents business changes or technical enhancements.
• Demonstrated ability to make critical operational decisions and advance projects with minimal direction.
• Solid understanding of operational and risk management practices.
• Strong organizational skills with the ability to manage competing priorities deadlines dependencies and stakeholder expectations.
• Excellent communication facilitation and relationship-management skills with experience working across teams and organizational levels.
• Proficiency in maintaining organized accurate and comprehensive process and operational documentation.
• Ability to translate business needs into structured requests priorities and actionable delivery plans.
• Familiarity with Call Delivery contact center technology or telephony operations is desired.

Preferred

• Experience with ServiceNow ticketing request management reporting or Knowledge Base administration.
• Experience developing or maturing change management intake demand management or shared services processes.
• Experience in strategic planning capacity planning governance and reporting frameworks.
• Experience coordinating cross-functional technical enhancements and operational changes.
• Experience developing prioritization models service-level expectations operational dashboards or performance measures.
• Experience supporting technology transformations or enterprise-scale operational initiatives.

Location: Wilmington DE or Evansville IN

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 weve 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 were 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. Theres 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. Thats why weve 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 prorated based on start date)
• Paid sick leave as determined by state or local ordinance (prorated based on start date)
• 11 Paid holidays (4 floating holidays prorated 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) employer. Qualified applicants will receive consideration for employment without regard to age ancestry citizenship status color creed culture disability ethnicity gender gender identity or expression genetic information or history marital status military status national origin nationality pregnancy race religion sex sexual orientation socioeconomic status transgender or on any other basis protected by law.

Required Experience:

Manager