Senior Director, Global Partner Services, Contact Center Operations (Hybrid)

Capital One•Richmond, VA

5d•$208,800 - $262,100•Hybrid

About The Position

Senior Director, Global Partner Services, Contact Center Operations (Hybrid) Capital One's Customer Channels organization is seeking a talented Senior Director to lead our Global Partner Services team. In this role, you will play a pivotal role in leading and managing our operations team across our large-scale global network. Your responsibilities will include ensuring operational excellence, managing relationships with our partners, collaborating closely with internal stakeholders and customers to ensure expectations are exceeded, and delivering on a strategic roadmap for the organization. This position requires a strategic mindset, excellent communication skills, a passion for people leadership, and a proven track record of delivering results in a complex and dynamic environment. Specific responsibilities will include: Ensure consistent and high-quality service delivery from our global partners; develop and implement a performance management strategy that appropriately recognizes performance wins or opportunities Partner closely with key operational stakeholders to ensure transparency into performance, alignment on goals and expectations, and provide roadmap for delivery on key operational intent Identify and implement strategies to improve agent performance Partner with Global Workforce and Footprint Strategy teams to identify opportunities for optimization and cost efficiency in the global operations footprint Support and influence upstream intent from key stakeholders and customers Demonstrate leadership at scale: as a people leader of ~3 direct reports, and leader of leaders (roughly 7-10 skip-level reports) and associates across multiple geographies, you will demonstrate a passion for guiding and supporting others to bring out the best in every team member On any given day you will be: Driving Operational Excellence Responsible for ensuring exceptional performance, driving operational efficiency, while meeting all compliance and risk requirements Monitor internal and industry trends to measure effectiveness Manage relationships with third-party suppliers, ensuring contractual obligations are met. Collaborate with internal partners to take appropriate action where necessary to address performance or contractual misses. Ensure compliance with all operational standards (risk, regulatory, legal, operating expenditure, etc) and partner appropriately to develop robust business continuity plans Proactively identify and mitigate potential risks related to supply disruptions, geopolitical factors, or changes in market conditions. Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency Intimately understanding the heart of specific operations and represent the voice of that operation to your business partners Setting Strategic Direction Developing and implementing strategic plans to achieve business objectives and deliver on the expectations of our stakeholders Monitor performance against goals and develop and execute strategies to address underperformance Partnering closely with key stakeholders to ensure the Global Partner Services team is represented in the ideation, design and execution of their objectives through intent delivery and operational readiness Setting and delivering on the specific strategic agenda for the Global Supplier Operations team Owning high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery Influencing Build and manage strong, trusted relationships with supplier partners and stakeholders across the organization Creating and delivering presentations to senior leadership. Guiding and influencing senior leadership discussions and decisions Share insights and point of view on overall supplier performance to Footprint team to help shape future strategy Identify new drivers of efficiency and continue to influence innovation and transformation in a complex dynamic environment Provide input to key leadership in support of contract negotiations and renewals Leading Teams Foster a collaborative and inclusive work environment that encourages creativity, innovation, and professional growth. Demonstrate strong people leadership skills. Lead, mentor, and develop a diverse team of both exempt and non-exempt associates across multiple locations. Recognize opportunities to optimize organizational structure and quickly implement well-managed strategies for maximum efficiencies As a people leader of ~3 direct reports, and leader of leaders (roughly 7-10 skip-level reports) and associates across multiple geographies, you will demonstrate a passion for guiding and supporting others to bring out the best in every team member Engaging with stakeholders Collaborate with stakeholders to understand their operational needs, address concerns, and align Global Partner Services strategies with overall business objectives. Ensure transparency into supplier performance with stakeholders through a well-defined management system and set of reporting tools. Communicate action plans as necessary to address performance opportunities. Consulting with stakeholders to understand complex problems and focus on bringing issues to resolution, horizontal influence, and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines.

Requirements

Leadership - Influencing, challenging, and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management
Tech Fluency - The role does not require technical skills (e.g. coding) but you need to understand how to harness evolving technology to drive business outcomes. Further, you will be diving into problems with Business Analysts, Operations, and Tech teams and the ability to speak their language is critical to collaboration and consensus building
Curiosity - You have a curiosity to challenge the way things work and are capable of thinking outside of the box to develop and advocate for transformative solutions.
Results Focus - You have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and believe in iterative delivery with a focus on results
Communication - You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform, and influence outcomes. They know your priorities and why you are doing what you are doing
Analytical - Ability to access and leverage data to build compelling stories of where the leverage is and what investments will deliver the best outcome for our customers and stakeholders
Customer-Centric - You lead with human-centered design as the basis for decision making and influencing outcomes
High School Diploma, GED, or Equivalent Certification
At least 5 years of Financial Services experience or Operations leadership experience
At least 5 years of People Leadership experience
At least 5 years of Process Management or Project Management Experience
At least 5 years of experience leading Contact Center Operations
At least 5 years of experience partnering with Suppliers
At least 2 years of experience using Google Suite or Microsoft Office
At least 3 years of experience with Risk Management

Nice To Haves

Bachelor's Degree or military experience
8+ years of experience leading Contact Center Operations
6+ years of experience leading business process or supplier operations and supplier relationships
PMP, Lean, Agile or Six Sigma certification
8+ years of financial services experience
10+ years of people leadership experience
8+ years of operations leadership experience
8+ years of process or project management experience
5+ years of experience with risk management or compliance
3+ years of experience leading cross-functional teams within an organization

Responsibilities

Ensure consistent and high-quality service delivery from our global partners
Develop and implement a performance management strategy that appropriately recognizes performance wins or opportunities
Partner closely with key operational stakeholders to ensure transparency into performance, alignment on goals and expectations, and provide roadmap for delivery on key operational intent
Identify and implement strategies to improve agent performance
Partner with Global Workforce and Footprint Strategy teams to identify opportunities for optimization and cost efficiency in the global operations footprint
Support and influence upstream intent from key stakeholders and customers
Demonstrate leadership at scale: as a people leader of ~3 direct reports, and leader of leaders (roughly 7-10 skip-level reports) and associates across multiple geographies, you will demonstrate a passion for guiding and supporting others to bring out the best in every team member
Driving Operational Excellence Responsible for ensuring exceptional performance, driving operational efficiency, while meeting all compliance and risk requirements
Monitor internal and industry trends to measure effectiveness
Manage relationships with third-party suppliers, ensuring contractual obligations are met. Collaborate with internal partners to take appropriate action where necessary to address performance or contractual misses.
Ensure compliance with all operational standards (risk, regulatory, legal, operating expenditure, etc) and partner appropriately to develop robust business continuity plans
Proactively identify and mitigate potential risks related to supply disruptions, geopolitical factors, or changes in market conditions.
Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency
Intimately understanding the heart of specific operations and represent the voice of that operation to your business partners
Developing and implementing strategic plans to achieve business objectives and deliver on the expectations of our stakeholders
Monitor performance against goals and develop and execute strategies to address underperformance
Partnering closely with key stakeholders to ensure the Global Partner Services team is represented in the ideation, design and execution of their objectives through intent delivery and operational readiness
Setting and delivering on the specific strategic agenda for the Global Supplier Operations team
Owning high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery
Build and manage strong, trusted relationships with supplier partners and stakeholders across the organization
Creating and delivering presentations to senior leadership. Guiding and influencing senior leadership discussions and decisions
Share insights and point of view on overall supplier performance to Footprint team to help shape future strategy
Identify new drivers of efficiency and continue to influence innovation and transformation in a complex dynamic environment
Provide input to key leadership in support of contract negotiations and renewals
Foster a collaborative and inclusive work environment that encourages creativity, innovation, and professional growth. Demonstrate strong people leadership skills.
Lead, mentor, and develop a diverse team of both exempt and non-exempt associates across multiple locations.
Recognize opportunities to optimize organizational structure and quickly implement well-managed strategies for maximum efficiencies
Collaborate with stakeholders to understand their operational needs, address concerns, and align Global Partner Services strategies with overall business objectives.
Ensure transparency into supplier performance with stakeholders through a well-defined management system and set of reporting tools.
Communicate action plans as necessary to address performance opportunities.
Consulting with stakeholders to understand complex problems and focus on bringing issues to resolution, horizontal influence, and leadership in a matrixed environment.
Escalating road-blocks as necessary to meet timelines.
Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders
Collaborate with cross-functional teams to identify opportunities for process improvement
Work closely with partners to evaluate relationships and gather feedback that can improve overall partnership.