Senior Associate, Operations Coach - Debit Card Operations (Onsite)

Capital One • Richmond, VA

95d • $78,400 - $89,500

About The Position

The Debit Card Operations exceptions team manages exception processing for debit card transactions, placing recurring stop payments for debit card transactions and manual card reissue requests. The team is currently searching for a Sr Associate to manage one of the Debit Card Operations Exceptions teams located in Richmond, Virginia. As a People Manager within the Enterprise Payments organization, you will be responsible for the daily leadership and oversight of the day to day operations, managing projects and the well managed agenda. You will focus on driving the achievement of individual, team and business metric goals. In addition, you will be responsible for proactive collaboration and partnership with key business stakeholders. In this role you will have the opportunity to develop strategies in a fast-paced environment.

Requirements

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

Nice To Haves

• At least 1 year of escalations experience
• At least 3 years of people management experience
• At least 2 years of process management experience
• At least 3 years of financial services experience

Responsibilities

• Responsible for directly managing 6 non exempt associates at our Richmond site
• Works with partner groups within Debit Card Operations value stream to drive process change and problem solve complex issues
• Analyzes and evaluates operational procedures, recommends and implements modifications to improve quality and efficiency
• Ability to work in a rapidly changing environment where priorities may shift frequently
• Actively develop, manage and coach direct reports on a daily basis
• Acts to ensure all service levels are met/exceeded
• Helps manage department's key operational metrics to include overtime, charge off rate and direct operating expense
• Manages projects across the team

Benefits

• Comprehensive health benefits
• Financial benefits including performance-based incentive compensation
• Inclusive set of benefits that support total well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED