Senior Manager, Agent Capabilities & Horizontal Operations Servicing Strategy (Hybrid)
Overview
Senior Manager, Agent Capabilities & Horizontal Operations Servicing Strategy (Hybrid)
Category
Customer Care
Experience Level
Sr. Manager
Primary Address
Richmond, Virginia | Riverwoods, Illinois | Chicago, Illinois | McLean, Virginia
Responsibilities
- The ability to identify and drive transformation improvements across our US Card Servicing footprint.
- Lead the development of strategic roadmaps to harness platform capabilities for a global operational workforce.
- Demonstrate leadership by leading a team of ~3-5 associates across multiple job families including process and OSS.
- Work with analyst and product teams to leverage data and technology to improve the tools our agents use to service customers.
- Strengthen the analytical and critical thinking skills of a team to unlock the solutions that will transform the Card servicing ecosystem.
Qualifications
- High School Diploma, GED or Equivalent Certification
- At least 5 years of experience delivering transformational initiatives
- At least 5 years of experience directing process transformations or projects
- At least 3 years of experience in people management
- At least 3 years of experience in strategic planning
Preferred Qualifications
- Bachelor's Degree or military experience
- PMP, Lean, Agile or Six Sigma certification
- 6+ years of experience directing process transformations or projects
- 4+ years of experience in people management
- Riverwoods, IL: $149,000 - $170,000 for Senior Manager, Operations Servicing Strategy
- High School Diploma, GED or Equivalent Certification
- At least 5 years of experience delivering transformational initiatives
- At least 5 years of experience directing process transformations or projects
- At least 3 years of experience in people management
- At least 3 years of experience in strategic planning
- Bachelor's Degree or military experience
- PMP, Lean, Agile or Six Sigma certification
- 6+ years of experience directing process transformations or projects
- 4+ years of experience in people management
Benefits
This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.
Pay
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Skills
Leadership: You have the ability to mentor and grow a team of associates, and you demonstrate the ability to influence change amongst partners. Drive complex projects and programs by providing strategic direction.
Tech Fluency: The role does not require technical skills (e.g. coding) but you need to understand how to harness evolving technology to drive business outcomes. Further, you will be diving into problems with Business Analysts, Operations, and Tech teams and the ability to speak their language is critical to collaboration and consensus building.
Curiosity: You have a curiosity to challenge the way things work and are capable of thinking outside of the box to develop and advocate for transformative solutions.
Results Focus: You have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and believe in iterative delivery with a focus on results.
Communication: You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform, and influence outcomes. They know your priorities and why you are doing what you are doing.
Analytical: Ability to access and leverage data to build compelling stories of where the leverage is and what investments will deliver the best outcome for our customers and stakeholders.
Customer-Centric: You lead with human centered design as the basis for decision making and influencing outcomes.
Operational Excellence: You have experience taking solutions off of the whiteboard and into implementation. You are able to see around corners to deliver solutions that address the root problem without adverse impacts.
Location
This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.
Basic Qualifications
Preferred Qualifications
Application Instructions
No agencies please.
Equal Opportunity Employer
Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws.
Technical Support
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For Technical Support or Questions About the Recruiting Process
If you have any technical support or questions about the Capital One recruiting process, please send an email to Careers@capitalone.com.
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Capital One Financial is Made Up of Several Different Entities
Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
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