Capital One Work Home Senior Associate Unit Manager 

United States, Virginia, Richmond 

16009689

General Responsibilities:

• Accountable for achieving business goals for a team between 10 and 20 associates within a unit.

• Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics.

• Prepare and deliver monthly performance reviews for direct reports.

• Manage business level metrics (Service Level and Turnaround Time)to high efficiency standards.

• Share in the accountability for a business level function team (Logistics, quality, innovation, morale).

• Motivate and develop associates and help them achieve their career aspirations.

• Execute flawless management of projects assigned to units.

• Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc.

• Define and measure performance metrics ( monthly scorecards, annual appraisal) and clearly communicate to the team.

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 3 years of People Management experience within the financial industry

• At least 2 years of experience using Google Suite or Microsoft Office

• At least 1 year of Coaching, Mentoring, or People Leadership Experience

• At least 1 year of experience working in Back Office

Preferred Qualifications:

• Bachelor's Degree or military experience

• At least 5 years of People Management experience

• At least 2 years of Process Management experience

• At least 1 year of Credit Bureau Disputes experience

• Lean Six Sigma certification

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that isnotsupplied via cellular data or hotspot is required

  • A private network that is password protected where you have ownership or line of site sight to every device on the network

  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred

  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page

• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Location Requirements

Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), or 19801 (Wilmington, DE) and report in person, when required, with at least than 24 hours notice.

We are unable to consider applicants who:

• Do not maintain network-compatible internet access

• Live or work beyond the 100 mile radius of their dedicated location, or

• Live or work in the state of California.