Address
Form of workAs a Director of Operations (Sr Manager) you will apply your operational, strategic, process, and product skills to major company challenges. You’ll team with world-class professionals to develop and execute strategies that ultimately impact the bottom line. And you will do it all in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation.
The Role:
As the Channel Leader for the Keep My Payments Simple (KMPS) Experience in Performing Loans, this role is accountable for over 300 agents across 3 global sites, between internal Capital One Associates and Outsourced Vendors. The role oversees the call center agents who talk with our current (non-delinquent) customers, manages the agents who execute in the back office for payments & specific loan situations, and engages cross-functionally to improve the Auto customer experience.
The role involves executing to help customers with their auto loan and payments and motivating both internal Capital One associates and outsourced vendor teams. The candidate will have great exposure to Loan Servicing leadership. The ideal candidate will have operations, process, and product experience, the ability to positively motivate people, great integrative problem solving, and the ability to influence senior leaders and a diverse set of stakeholders.
Importantly, he/she will deliver strong operating results and innovation while ensuring compliance with regulatory, legal, and other statutory requirements.
General Responsibilities:
Influence customer facing policies and procedures to best meet the needs of our customers and associates.
Partner with analysts, technology, process, 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 Satisfaction, Net Promoter Score, Service Levels).
Lead cross-functional, multi-disciplined operations/implementation team 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 excellence; a beacon for operations talent.
Model and ensure Operations Leaders and Team 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.
Maintain great associate satisfaction amongst internal Capital One associates
Additional Responsibilities:
Strategic leadership: Develop business strategies that will drive success for Capital One in the face of shifting consumer and regulatory demands
Execution: Manage to SLA and sequence delivery of business intent. Oversee multiple projects and programs concurrently
Change Management: Lead design roll-out of new products and solutions
Vendor Management: Work closely with third party vendors to ensure network optimization. Optimize the value capture of the supplier relationship.
Ideal Candidate Will Demonstrate:
Strong business judgment, leadership and integrity: They should be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible approach to business
Solid people leadership experience: Ability to build and leverage the capabilities of a high-performing team, as well as business partners across the enterprise. They should foster innovation, drive critical decisions, hold business partners accountable, and be able to consistently deliver results
Strong executive communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills
Clear results orientation: display an intense focus on achieving both short and long term goals. They should be able to drive and execute an agenda in an uncertain and fluid environment
Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment. Previous consulting experience is a plus
**This position does require onsite attendance **
Location: This role is hybrid, where you will be expected to be in the office in Plano, TX for certain aspects of the role.
Basic Qualifications:
Bachelor’s Degree or military experience
At least 8 years of Financial Services experience OR at least 8 years of Customer Service experience
At least 5 years of Process Management experience OR at least 5 years of Project Management experience
Preferred Qualifications:
At least 10 years of experience in consumer technology (software/online/mobile), financial services or a consumer facing industry
At least 8 years of experience in operations, call center or customer service leadership role
At least 8 years of experience in developing scalable servicing platforms to accommodate all consumer types
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 the Capital 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).
