Provide day-to-day management to a back office service organization that delivers excellent customer experiences. Lead, motivate, and inspire an organization of ~500 internal associates and people leaders. In partnership with the Servicing Strategy leaders, help to influence the vision and strategy for our agent servicing experiences using an operational lens. Manage and coach a strong team of experienced operational leaders whose main focus is on operational excellence and caring for our associ... more details
Overview
West Creek 8 (12080), United States of America, Richmond, Virginia
Hybrid - Manager, Operations Management
The Operations Manager will lead an operations team which delivers high-touch service to key segments of Capital One’s credit card portfolio. As Capital One drives the continual improvement of a customer experience across all of its businesses, these important segments tend to be the centers of service innovation; focal points for investment and strategic deployment. This leader will be responsible to deliver customer satisfaction through complex Servicing back office work types to increase overall customer satisfaction, create innovative customer experiences, and deliver cost effectiveness and operational simplifications. Importantly, he/she will deliver strong operating results and innovation while ensuring compliance with regulatory, legal, and other statutory requirements.
Capital One believes that employee (associate) engagement, company culture, coaching, and a strongly supportive work environment are essential ingredients to providing legendary service to customers. This is because of the direct connection between operating culture and the ability of that culture to create an environment where high touch customer service thrives – everyday. As such, the successful candidate will be an enlightened leader of large teams with excellent skills in communication, cultural stewardship, employee engagement and an ability to inspire people.
Responsibilities:
Provide day-to-day management to a back office service organization that delivers excellent customer experiences. Lead, motivate, and inspire an organization of ~500 internal associates and people leaders.
In partnership with the Servicing Strategy leaders, help to influence the vision and strategy for our agent servicing experiences using an operational lens.
Manage and coach a strong team of experienced operational leaders whose main focus is on operational excellence and caring for our associates.
Ensure servicing experiences for Capital One’s credit card customers is continually performing effectively and efficiently, building loyalty and deepening relationships with our customers.
Help influence customer facing policies and procedures to best meet the needs of our customers and associates.
Partner with analysts, technology, and digital leaders to develop and implement plans for the operational infrastructure of systems, processes and personnel to drive advances for operational excellence and improved customer experiences.
Ensure key operational and customer performance targets are met (Customer Satisfaction, Associate Engagement, Net Promoter Score, Service Levels).
Lead a team of people leaders in launching initiatives.
Ensure compliance and regulatory requirements are met.
Contribute to the proper infrastructure and management controls - including metrics, quality assurance, and capacity planning; drive innovation in process of excellence; a beacon for operations talent.
Be a contributing member and leader of the overall call center site including participation on the site council, influencing site strategy and partnering with our Site Leaders on site initiatives.
Model and ensure Operations Leaders are exemplifying the enterprise leadership expectations with ability to inspire and empower our associates to do their best work while creating an inclusive environment for all associates.
Location: This role is hybrid, where you will be expected to spend about half of your working time in the office and half working virtually.
We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the qualificationsto apply for this role.
Basic Qualifications:
High School Diploma, GED or equivalent certification
At least 2 years of experience in Process management
At least 2 years of experience in Project management
At least 2 years of experience in People management
At least 2 years of experience in Relationship management
Preferred Qualifications:
3+ years of experience in Process management
3+ years of experience in People management
3+ years of experience in Complex problem solving
3+ years of experience in Relationship management
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
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 Capital One's 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).
