Auto Finance Dealer EDS Sr Unit Manager - Hybrid

Capital One • Plano, TX

12d • Hybrid

About The Position

Auto Finance Dealer EDS Sr Unit Manager - Hybrid As a Sr. Unit Manager at Capital One, you will lead a dynamic team of Principal Coordinators in the Platform Activations group who are the face of Capital One for our dealers and customers. Creating excitement and maintaining high levels of morale through change are essential for leaders within Capital One. This Sr. Unit Manager will manage, develop, and motivate an internal team of 10 - 15 associates and strive to exceed standards of customer service and experience. General Responsibilities: Accountable for achieving business goals for a team of up to 10-15 associates within the department Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics Prepare and deliver monthly performance reviews for direct reports Manage business level metrics to high efficiency standards Share in the accountability for a business level function team (Logistics, quality, innovation, morale) Motivate and develop associates and help them achieve their career aspirations Maintain high levels of team and individual morale through change and development Execute flawless management of projects assigned Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc. Develop methods to discover and implement process improvements Define and measure performance metrics and clearly communicate to team associates Review escalations daily to solve complex issues and address items with delays Communicate and collaborate with internal and external partners including area sales managers, dealer success managers, dealer inventory team, dealership website providers, and dealership personnel Review of reporting on team and individual levels to measure and impact performance

Requirements

• High School Diploma, GED, or equivalent certification
• At least 3 years of call center operations management experience
• At least 2 years of people leadership experience
• At least 1 year of experience using Microsoft Office or Google Suite
• At least 2 years of auto finance experience

Nice To Haves

• At least 5 years experience in people management
• At least 2 years experience in process or project management
• At least 4 years of auto finance experience
• Bachelor's Degree or military experience
• PMP, Lean, Agile or Six Sigma certification

Responsibilities

• Accountable for achieving business goals for a team of up to 10-15 associates within the department
• Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics
• Prepare and deliver monthly performance reviews for direct reports
• Manage business level metrics to high efficiency standards
• Share in the accountability for a business level function team (Logistics, quality, innovation, morale)
• Motivate and develop associates and help them achieve their career aspirations
• Maintain high levels of team and individual morale through change and development
• Execute flawless management of projects assigned
• Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc.
• Develop methods to discover and implement process improvements
• Define and measure performance metrics and clearly communicate to team associates
• Review escalations daily to solve complex issues and address items with delays
• Communicate and collaborate with internal and external partners including area sales managers, dealer success managers, dealer inventory team, dealership website providers, and dealership personnel
• Review of reporting on team and individual levels to measure and impact performance

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees