Manager – Operations Servicing Strategy

West Creek 8 (12080), United States of America, Richmond, Virginia

Manager, Operations Servicing Strategy, Customer Resiliency Channels (Hybrid)

As a Manager, Operations Servicing Strategy, you will be part of a smart, talented team responsible for transforming the infrastructure and customer service experience for our customers and associates. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business and strategy partners in developing strategic capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stakeholders to ensure the technology and processes deliver breakthrough business results and radically transform customer service. 

As a Manager, Operations Servicing Strategy on the Customer Resiliency Channels team, you will lead cross functional teams through profound changes that inspire growth and lasting impact in our Collections network. This Manager will understand the end-to-end experiences in Collections, lead through transformational efforts, while surfacing insights for network optimization, and improved customer and agent journeys. This position is an individual contributor role, but may have direct reports in future state. 

On any given day you will be:  

Setting Strategic Direction 

• Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening 

• Designs the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues 

• Leading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery 

Influencing 

• Creating over-arching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design  

• Ensuring the product design is built for agents and customers 

• Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions 

Leading Horizontally 

• Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders 

• Consulting with business partners 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. clarifying and defining transformation requirements / scope for cross-functional problems 

• Conducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions 

Providing Operational Excellence 

• Ultimately be responsible for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis  

• 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 multiple product teams and client stakeholder groups 

What skills you need to bring to the table:  

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 

Technical and Strategic- While you may not be a hard-core coder, you should have a solid understanding of the business trade-offs and how to get the most out of our technology. Further, you will be diving into problems with the Business Analysts, Ops leaders and Tech teams and they will think of you as an “honorary member of the guild” because you can speak their language  

Curiosity- You ask why, you explore, and you’re not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones  

Do-er- you have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results  

Communicator- 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- You’re Not scared of numbers; instead you believe they help illuminate the truth  

Customer-Centric- You lead with human centered design as the basis for decision making and influencing outcomes  

Location: This role is hybrid, where you will be expected to spend about half of your working time in the office and half working virtually.

We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the qualifications to apply for this role.

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 3 years of experience in People Management

• At least 3 years of experience directing process transformations or projects  

• At least 3 years of experience in Strategic planning  

Preferred Qualifications:

• Bachelors Degree or military experience

• At least 3 years of experience in Collections

• Process or Project Management certification (i.e. Scaled Agile, Lean, , PMP) 

• At least 3 years delivering large scale transformational initiatives 

• 5+ years of experience leading large scale process transformations or projects 

• 5+ years of experience in People Management 

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

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.

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