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Capital One Senior Manager Business Operations & Customer 
United States, Virginia, Richmond 
820262315

29.06.2024

Job Description

As a

Responsibilities:

  • four distinct teamsthat are responsible for customer facing operations including high value servicing of commercial Card clients, our Field sales teams and piloting new capabilities.

  • Developing and leading an integrated voice of client and associate agenda to drive continuous improvement, NPS, and client engagement

  • Driving ongoing improvements in client and associate experience while delivering against budget expectations including revenue generation through credit servicing and achieving scale cost efficiency over time

  • Continuously analyze current business work flows and productivity & efficiency results in order to seek process improvements.

  • Driving change within an evolving operations environment, managing against competing business priorities

  • Stakeholder management and communications to obtain awareness, understanding, buy-in, and support

  • Adjusting readily to shifting priorities and rapid change

  • Track and manage metrics, coach and develop associates, oversee quality assurance, and resolve system issues.

  • Collaborate with others across multiple departments and lines of business

  • Develop strategies in a fast-paced environment where new variables are constantly emerging.

  • Assist in escalations horizontally (TM, Product etc.) with internal and external partners.

  • Determining business issues and recommending strategic solutions to drive business value

  • Develop executive-level reporting to present progress and explain key issues and risks

Basic Qualifications:

  • High School Diploma, GED or Equivalent Certification

  • At least 5 years of experience in Operations

  • At least 3 years of Call Center Management experience

  • At least 3 years of experience in People Management

  • At least 3 years of process management or project management experience in an operations environment

Preferred Qualifications:

  • Bachelor's Degree in Business or quantitative field such as Finance, Economics

  • Process or Project Management certification such as Agile, Lean Six Sigma, or Project Management Professional

  • 5+ years of experience in People Management

  • 5+ years of process or project management experience

  • 5+ years of experience in Call Center Management

  • 8+ years of experience in Operations

. 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.