Sr. Unit Manager, Dealer Recovery Group and Back-End Early Payoff (Hybrid)

Capital One•Plano, TX

1d•Hybrid

About The Position

The Sr. Unit Manager of the Dealer Recovery Group and Back-End Early Payoff team is a strategic leader accountable for achieving core business goals for the Move On Experience within Capital One Auto Servicing. The role involves managing, leading, developing, and motivating teams, which may consist of call center and back office associates as well as vendor performance across global sites. The team is focused on delivering iconic experiences for both our dealers and end consumers. A key requirement is creating excitement, maintaining high levels of team and individual morale, and leading optimistically through change.

Requirements

High School Diploma, GED or Equivalent Certification
At least 3 years of People Leadership experience
At least 3 years of Auto Finance experience
At least 3 years of Call Center Customer Service or Call Center Back Office experience
At least 3 years of experience using Google Suite or Microsoft Office

Nice To Haves

At least 5 years of People Leadership experience
At least 5 years of Auto Finance experience
At least 2 years of Process or Project Management experience
At least 1 year experience working with external Vendors

Responsibilities

Accountable for achieving business goals and consistently meeting or exceeding all performance objectives.
Drive individual, team, and department efficiency and productivity through the effective and efficient management of business level metrics.
Consistently monitor and manage metrics daily, weekly, and monthly.
Define, measure, and clearly communicate performance metrics (including incentives, scorecards, and annual appraisals) to team associates.
Prepare and deliver routine performance reviews for direct reports.
Own performance and report out business results in monthly experience level reviews (MBR).
Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness, and efficiency metrics.
Motivate and develop associates and help them achieve their career aspirations.
Build and maintain an engaging culture of inclusion, empowerment, and enablement.
Manage the team's budget, staffing plan, and local operations strategy and roadmap, driving execution throughout the year.
Develop methods to discover, encourage, and implement process improvements.
Establish the development and execution of repeatable, efficient processes within the team.
Execute flawless management of assigned projects and ensure timely completion of administrative responsibilities (e.g., time cards, team meetings).