Capital One Senior Manager Financial Analysis United States, Texas, Plano 132917837
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 thecustomer 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
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
. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
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 . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
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