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Department Operations Manager - Fraud & Disputes Organization Manual Back Office, you will lead day-to-day activities of a high visibility multi-function, multi-team operation. You will translate data into a story that will help drive the team towards achieving individual, team and business metrics.
Responsibilities:
Lead a team of 75 - 200 call center associates with 2 or more Unit/Senior Unit Managers direct reports.
Track and manage metrics, coach and develop associates, oversee quality assurance, and resolve system issues.
Ensure processes are documented, projects are prioritized, and business objectives are met.
Identify and drive process improvements that improve customer experience, lower costs and ensure highest quality loans.
Collaborate with others across multiple departments and lines of business.
Continuously analyze current business work flows and productivity/efficiency results in order to seek process improvements.
Develop strategies in a fast-paced environment where new variables are constantly emerging.
Manage staffing and financial budgets.
- High School Diploma, GED, or equivalent certification
- At least 2 years of People Leadership experience
- At least 2 years of Call Center Management experience
- At least 1 year of experience leading projects or processes
- At least 2 years of experience in Budget management
- Bachelor's Degree in Business, Economics, Management or similar
- Six Sigma, Lean certification
- At least 2 years of experience in Fraud and Disputes
- At least 5 years of People Leadership experience
- At least 2 years of experience in Risk management
- At least 2 years of experience leading projects or processes
- At least 5 years of experience in Budget management
. 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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