Senior Manager, Agent Capabilities & Horizontal Operations Servicing Strategy (Hybrid)

Capital One•Richmond, VA

7d•Hybrid

About The Position

Capital One’s Horizontal Servicing OSS (Operations Servicing Strategy) Team focuses on delivering efficient and scalable solutions across Capital One’s global servicing footprint. In this role, you will be a key member of a team focused on identifying areas of operational improvement while delivering solutions consisting of both process improvement and technology investments. This team works closely with our Operations partners to understand areas within our network that are creating friction for our customers and are impeding our ability to provide efficient, accurate and high quality customer service.

Requirements

Leadership: You have the ability to mentor and grow a team of associates, and you demonstrate the ability to influence change amongst partners.
Drive complex projects and programs by providing strategic direction.
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.
Operational Excellence: You have experience taking solutions off of the whiteboard and into implementation. You are able to see around corners to deliver solutions that address the root problem without adverse impacts.
High School Diploma, GED or Equivalent Certification
At least 5 years of experience delivering transformational initiatives
At least 5 years of experience directing process transformations or projects
At least 3 years of experience in people management
At least 3 years of experience in strategic planning

Nice To Haves

Bachelor's Degree or military experience
PMP, Lean, Agile or Six Sigma certification
6+ years of experience directing process transformations or projects
4+ years of experience in people management

Responsibilities

The ability to identify and drive transformation improvements across our US Card Servicing footprint.
Lead the development of strategic roadmaps to harness platform capabilities for a global operational workforce
Demonstrate leadership by leading a team of ~3-5 associates across multiple job families including process and OSS.
Work with analyst and product teams to leverage data and technology to improve the tools our agents use to service customers
Strengthen the analytical and critical thinking skills of a team to unlock the solutions that will transform the Card servicing ecosystem