HUB Department Operations Manager

HUB Department Operations Manager (Hybrid)

Are you a dynamic, strategic leader who is passionate about leading people, delivering top-notch customer experiences, and cultivating a high-performing group? If you are a strong integrative thinker, creative problem solver and possess strong interpersonal and relationship-building skills, then this is the job for you! 

As a HUB Department Operations Manager, you will lead day-to-day activities of a high visibility, multi-function, multi-team operation. As the leader of the operation, you will create a vision and strategy for your team that enables them to execute in a well-managed and customer-focused way to unlock the best customer service in the industry. In your role, you will build relationships across a diverse network of stakeholders and partners to understand and prioritize the highest leverage needs of the organization. You will translate insights and data into a story that will help drive the team towards achieving individual, team and business goals.

As the manager,  you will be responsible for managing 4 teams that support both Servicing and Originations with staffing forecast needs, inbound mail processing, document storage and outbound correspondence. The HUB consists of 4 departments. Staffing, Inbound Correspondence & Specialty Fulfillment (ICSF), Vault and Titles RLP Vault. You can expect to lead a team of 4 Senior Associates / Associates People Leaders, whose teams consist of ~60 agents. In addition to leading the back office environment, this role is responsible for creating and executing a roadmap inclusive of process streamlining, staffing, supplier strategy, associate development, escalation framework, customer experience mapping, process training documentation and event response.

You’ll love the role & be successful if… 

• You have a passion for leading, developing and providing delightful experiences for direct reports and external customers

• You are a promoter of diversity, inclusion, and belonging

• You use data to influence process improvements and decisions

• You feel comfortable executing autonomously day to day, but have a good sense of judgment in regards to escalating

• You are a hands-on, engaged leader

• You love to dream & have big ideas to enhance your team and responsibilities

Responsibilities:

• Using good judgment to make strategic pivots throughout the day and autonomously making key business decisions

• Identifying improvement opportunities within department and executing with intentional prioritization 

• Maintaining strong relationships with Vendor Leadership to ensure efficient and effective management

• Partnering across Lines of Businesses and Job Families to deliver results

• Working with Data Engineers to create monitoring for department and associate performance 

• Creating and updating reporting that captures business health

• Identifying process gaps and issues, developing a framework to address, and then updating the process to prevent future issues and problems

• Creating effective and transparent escalation paths

• Motivating associates to help them achieve their career aspirations

Location: Plano 5 - this role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 5 years of experience in people leadership 

• At least 2 years of experience in process management

Preferred Qualifications:

• At least 7 years of experience in people leadership

• At least 3 years of experience working with cross functional teams

• At least 2 years of experience in the auto financing industry within back office

• At least 2 years experience working with multiple business partners

• At least 1 year experience working with external vendors

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Sales Territory: $115,200 - $131,500 for Department Operations ManagerPlano, TX: $115,200 - $131,500 for Department Operations Manager

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to [email protected]

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).