Capital One Bank Mail Coach - Onsite 

United States, Virginia, Richmond 

352254007

Bank by Mail Coach - Onsite

This role supports Bank by Mail & document scanning in Richmond, VA. This coach will manage a team of non-exempt associates who manage operational, call center or production processes. This includes team performance, providing performance metrics to associates, and communicating team results to management. The Coach will facilitate team meetings and daily standups while ensuring daily service level metrics are met. They are also accountable for maintaining internal staffing needs which includes working with leaders to coordinate with internal/external resources to set staffing requirements to meet performance targets.

The right candidate will have

• Resilient and able to initiate change in a fast paced environment

• An understanding of risk management and governance principles and familiarity with the processes and controls that govern these activities

• The ability to organize, prioritize, and manage multiple projects and deliverables

• Solid analytical and investigative skills

• A proven track record in driving high quality and timely results

• The ability to work autonomously in a dynamically changing environment

• Demonstrated business maturity with the ability to effectively communicate and influence stakeholders within all levels of the organization, establish and maintain positive relationships

• Solid interpersonal and conflict resolution skills

• Strong judgment and knowledge of when to escalate with appropriate stakeholders before issues arise

Your Responsibilities

• Oversee non-customer facing branch operations, ensuring efficiency and compliance are met

• Ability to lead, coach, and develop associates to improve individual performance maintaining operational goals

• Lead a cross functional relationships to ensure regulatory requirements are met

• Managing multiple priorities while partnering, collaborating and influencing upstream and downstream processes to deliver results

• Resolve complex inquiries, procedures, and processes by identifying escalations

• Develop and implement strategies while anticipating potential risk and developing a contingency plan

• Ability to work in a rapidly changing environment where priorities may shift frequently

• Analyzes and evaluates operational procedures, recommends and implements modifications to improve quality and efficiency

• Lead conversations with senior leadership with department updates and introducing process improvements strategies

• Foster an inclusive environment of adaptability and forward thinking

• Reviews internal and external complaint-related customer inquiries

• May include lifting upwards of 20 lbs. on a weekly basis

General Responsibilities

• Manage team of associates

• Coach and develop associates

• Improve associate experience

• Drive results to meet performance expectations

• Facilitate team meetings

• Administrative management duties such as time card approval, performance reviews and performance scorecard delivery

This position does require onsite attendance in Richmond, Virginia

Basic Qualifications

• High school diploma, GED, or equivalent certification

• At least 1 year of project or process management experience

• At least 2 years of call center operations or back office experience

• At least 1 year of coaching or mentoring or people leadership experience

• At least 1 year experience using Microsoft Office or Google Suite

Preferred Qualifications

• At least 2 years in people leadership experience

• At least 1 year experience with payment processing

• At least 1 year of retail bank or branch banking experience

• At least 2 years of project or process management experience

• At least 3 years of call center operations or back office experience

More Benefits, More Health, More Wealth, and More Life

Capital One believes in encouraging you to fill up your cup and come back fresh. Combine that with above and beyond benefits and you might be onto something.

• Medical, Dental, Vision, Prescription coverage Day 1

• Flexible Schedule Options

• Paid Time Off

• Wellbeing offerings such as backup childcare and Mental Wellness support

• Tuition Reimbursement

• Paid Training and Development offered quarterly

• Flexible Spending Account

• Life Insurance

• Disability Insurance

• 401 K and Stock Purchase Plan

We believe in the Power of one

Richmond, VA: $78,400 - $89,500 for Operations CoachThis role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

. 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.