Capital One Manager Operations Servicing Strategy Fraud 

United States, Virginia, Richmond 

969685300

​As a,

Capital One receives over 7 million claims annually totalling over $1.6 billion dollars. Delivering a great customer experience and resilient financial performance requires clear policies, great technology, and flawless operational execution. In this role, you will partner with business analysts, product managers, operations servicing strategy leaders, operations leaders, to drive quality improvements in the Fraud and Disputes Operations department.

Specific responsibilities:

• Ensure all quality insights are captured in a single source of truth, appropriately assessed and prioritized as well as socialized with key stakeholders

• Inform new quality metrics that help us gain quality insights at scale across our agent network

• Partner with horizontal program teams to implement model-based error detection, develop appropriate uptraining based on type of errors we are seeing

• Generate and synthesize key quality insights and share to drive action

• Work with key stakeholders to drive recommendations to observed and prioritized problems

• Leverage process engineering mindset in documenting and improving processes

• Create and deliver presentations to senior management. Guide and influence senior management discussions and decisions

• Create, establish, and manage communications across teams to ensure optimal engagement of associates and leaders

• Manage a direct team of 2-3 associates

Setting Strategic Direction

• Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening

• Designs the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues

• Leading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery

Influencing

• Creating over-arching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design

• Ensuring the product design is built for agents and customers

• Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions

Leading Horizontally

• Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders

• Consulting with business partners to understand complex problems and focus on bringing issues to resolution, horizontal influence and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines. Clarifying and defining transformation requirements / scope for cross-functional problems

• Conducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions

Providing Operational Excellence

• Ultimately be responsible for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis

• Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency

• Intimately understanding the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups

What skills you need to bring to the table:

Leadership-Influencing, challenging and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management

Curiosity-You ask why, you explore, and you’re not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones

Do-er-you have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results

Analytical-You're Not scared of numbers; instead you believe they help illuminate the truth

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office (McLean, VA or Richmond, VA) and the remainder of the week working virtually.

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 3 years of experience in People Management

• At least 3 years of experience directing process transformations or projects

• At least 3 years of experience in Strategic planning

• At least 3 years of Process OR Project Management experience in an operations environment, OR at least 3 years of Program Management experience in an operations environment

Preferred Qualifications:

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

• At least 5 years of experience leading large scale process transformations or projects

• At least 5 years of experience in People Management

• At least 3 years of experience working with external partners or supplier management

• At least 3 years of experience designing customer and associates' experiences in an omni-channel environment

• At least 2 years of experience analyzing data to design metrics and identify trends

. 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.