Jonathan Labrum
Peoria,AZ
Summary
Accomplished Operations Leader with a strong background in project management and regulatory compliance. Led over 40 action plans that enhanced process integrity and implemented strategic improvements to elevate customer service. Analytical and communication skills drive impactful outcomes and foster team collaboration.
Overview
11
11
years of professional experience
Work History
Manager, Operations Strategy
Discover Financial Services
Peoria, USA
05.2023 - 06.2025
- Led regulatory change projects to ensure compliance with state and federal law.
- Led process improvement project and executed a data driven approach to reduce loan installment schedule re-amortization occurrences.
- Directed transfer of trailing customer payments to new servicer post-sale, ensuring seamless transition and service continuity.
- Coordinated with internal and external teams to develop monitoring controls and incident management strategies, preserving customer commitments.
- Process & control owner for multiple critical business processes (Billing/Statements, Loan Reamortization, Interest Capitalization)
- Oversaw wind down of multiple student loan processes during business closure to ensure compliance and minimize disruption.
Lead Operations Strategy Analyst
Discover Financial Services
Peoria, USA
06.2021 - 05.2023
- Business Lead for Process & Control Assessments (PCA) / Failure Mode Effect Analysis (FMEA)
- Formulated and executed 40+ action plans to close control gaps within aggressive timeline.
- Developed business requirements and validated control reports to enhance process compliance.
- Collaborated with internal and external teams to develop monitoring controls and improve incident management.
- Documented and updated process procedures to ensure compliance and clarity.
- Process & control owner for multiple critical business processes (Billing/Statements, Loan Rescheduling, Interest Capitalization, Systemic Backdating, Manual Backdating, Due Date Change, Loan Payoff & Closure)
Senior Operations Strategy Analyst
Discover Financial Services
West Valley City, USA
01.2019 - 06.2021
- Led technology incident management, guiding teams in timely issue resolution.
- Managed monthly validation of post-install correspondence controls to ensure compliance.
- Analyzed customer complaint and feedback trends, addressing elevated review inquiries effectively.
Field Operations Manager (Team Leader/Coach)
Discover Financial Services
West Valley City, USA
04.2014 - 01.2019
- Managed coaching and development of team members to enhance performance and achieve goals.
- Oversaw school relationships and student loan processes to streamline communication and support.
- Identify Verification (KYC - Loan Origination)
- Facilitated collections efforts to ensure timely payments and minimize outstanding debts.
Education
Bachelor's degree - Business Management
Wilmington University
12.2024
Skills
- Project management
- Process improvement
- Quality control
- Regulatory compliance
- Data analysis
- Control assessment
- Risk management
- Change management
- Stakeholder management
- Customer relationship management
- Incident management
- Customer insights
- Strategic planning
- Team leadership
- Time management
- Work prioritization
- Decision-making
- Problem solving
- Complex problem-solving
- Change leadership
- Effective communication
- Written communication
- Critical thinking
- Customer relationship management
- Complex problem-solving
Awards
- Discover Consumer Banking Excellence Award, 2025, Awarded for work performed supporting wind down of Discover Student Loans business, including managing customer payments after loan transfer to new servicer.
- Discover Consumer Banking Excellence Award, 2023, Awarded for leading challenging improvement projects, including amortization process and regulatory change.
- Discover Consumer Banking Excellence Award, 2021, Awarded for ownership and management multiple complex processes through process control assessments in addition to regular duties.
- Discover Consumer Banking Driving Our Business Awards, 2020, 5x 2020-2023
Languages
English, Fluent
Timeline
Manager, Operations Strategy
Discover Financial Services
05.2023 - 06.2025
Lead Operations Strategy Analyst
Discover Financial Services
06.2021 - 05.2023
Senior Operations Strategy Analyst
Discover Financial Services
01.2019 - 06.2021
Field Operations Manager (Team Leader/Coach)
Discover Financial Services
04.2014 - 01.2019
Bachelor's degree - Business Management
Wilmington University