Senior Director, Chief of Staff - Card Servicing Shared Services
About The Position
The Senior Director, Chief of Staff is a critical position supporting senior leadership, enabling leaders to execute strategic work while ensuring operational rigor and team engagement and alignment. The Chief of Staff, Card Servicing - Shared Services, is responsible for leading key, cross-functional initiatives and management routines across the 1,000+ person Shared Services organization. This cross-functional organization leads the design, change management, and optimization of our Card servicing operation and is key to delivering high-quality and efficient customer experiences. This organization is undergoing a major transformation as we integrate Capital One and Discover and imagine the future of Servicing inclusive of AI. The Chief of Staff will play a critical role in organizing the leadership team and holistic team against our transformation agenda. Candidates should have exceptionally strong written and verbal communication skills, expertise in relationship building, executive presence and the ability to connect and influence senior leaders. Candidates should also be great problem solvers, have excellent judgment and be able to seamlessly manage multiple projects and deadlines at once.
Requirements
- Bachelor’s degree or military experience
- At least 7 years of experience in project management, human resources or strategic planning
- At least 7 years of experience managing stakeholders across different business functions
- At least 7 years of experience leading cross functional projects
- At least 5 years of people management experience
- Exceptionally strong written and verbal communication skills
- Expertise in relationship building
- Executive presence and the ability to connect and influence senior leaders
- Great problem solvers
- Excellent judgment
- Ability to seamlessly manage multiple projects and deadlines at once
- Strong communicator focused on building relationships with senior leaders; excellent communications proficiency, both written and verbal
- Problem solver who can think critically and strategically across Card
- Knowledge of business to represent perspectives with other teams across Card
- Ability to influence others, especially senior leaders; high level of executive presence
- Can pull groups of people together towards a common goal, a connector of people who creates followership
- The ability to juggle multiple priorities focusing on the highest leverage initiatives; excellent organizational skills and the ability to be goal/execution-oriented
- The ability to react seamlessly to change in priorities and delivery focus; capable of balancing strategy and tactical delivery
- Strong business judgment, influencing skills, people leadership and integrity are essential for this position
Nice To Haves
- Master’s Degree
- 5+ years of experience driving organizational change and operational excellence
Responsibilities
- Serve as a strategic thought partner for the Shared Services leadership team
- Prioritize and focus leadership team agenda on a number of key areas (goals, labor strategy, budget etc).
- Aid the leadership team in strategic planning, uncovering critical efficiencies and preventing duplication of effort.
- Act as a central point of contact between the Shared Services leadership team and other key partners (e.g. front-line operations, product, tech, finance)
- Understand the organization’s strategy and vision so that you can lean in to complex problems and influence as necessary
- Lead and execute strategy for top of house Associate Engagement initiatives
- Create and manage effective, scalable processes to manage operating rhythms with senior leaders to ensure alignment across the leadership team and with key partners
- Develop relationships within direct and extended team members to be able to act as an informed and helpful sounding board and thought partner
Benefits
- Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
- Eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).
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What This Job Offers
Job Type
Full-time
Career Level
Director
