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Obsessing over the customer experience and impact in all we do should be in your DNA, along with a visionary operations servicing mindset, and exceptional well managed judgment. You will provide critical leverage in overseeing several cross functional initiatives ensuring delivery, and effective communication across stakeholders. You will chart the course for scaling the agent enablement functions to include onboarding, training, learning, knowledge management, and more. You will need to possess a strong intellect and have a proven track record of influencing with excellent verbal and written communication skills, and working with a senior management team.
General Responsibilities:
Drive transformational improvements in the operations and customer experience / process
Lead and deliver the most critical operations servicing initiatives to further enable agent enablement and operational efficiency
Cast vision for innovation in servicing excellence and build an inventory of the highest leverage process enhancements or automations that accelerate scale of the business
Build and lead a team of high performing associates to deliver on key results
Ensure programs and projects are being delivered on time and on budget within a challenging environment while simultaneously managing risk
Partnering cross-functionally with stakeholders to provide strategic and tactical thought partnership to effectively drive business outcomes
Oversee and manage scaling the agent enablement functions to include onboarding, training, learning, and knowledge management
Manage and own risk issues discovery and remediation resolutions
Effectively advocate for and represent the voice of customers (internal and external) to influence organizational objectives, roadmaps and the overall customer experience
Apply strong communication skills to influence business decisions and inspire breakthrough results
Regularly and systematically use data to uncover opportunities, track process performance, and influence decision making
Perform regular analysis of results and subsequent drivers to identify and implement continuous improvement efforts
The ideal candidate will demonstrate a proven track record of:
Strong business judgment, leadership, and integrity: Be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible risk-based approach to business
Strong communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills
Operational excellence: Proven track record of excellent program management, bringing the ability to quickly put structure in place to manage work in a dynamic complex environment
Clear results orientation: Display an intense focus on achieving both short and long term goals and be able to drive and execute an agenda in an uncertain and fluid environment
Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment.
Proven ability to build strong, trusted relationships and operate in an influential manner across teams to assist in driving the business agenda
Possess a high “EQ” and be a collaborative team player
Highly motivated, self-starter that can work autonomously and can independently take initiative
Ability to navigate ambiguous situations and bring clarity to problem solving
A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills complemented by a strong quantitative orientation.
Basic Qualifications:
Bachelor’s Degree
At least 5 years of Process, Project, or Program Management experience
At least 5 years of Customer Facing Operations experience
At least 3 years of People Leadership experience
Preferred Qualifications:
Masters in Business Administration
7+ years of Process, Project, or Program Management experience
7+ years of Customer Facing Operations experience
5+ years of People Management experience
2+ years of Learning & Development experience
PMP, Lean, Agile or Six Sigma certification
. 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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