Capital One Senior Manager Business Operations & Customer 

United States, Virginia, Richmond 

820262315

Job Description

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.