Capital One Department Operations Manager - FDO Manual Back Office Hybrid 

United States, Virginia, Richmond 

383858944

West Creek 8 (12080), United States of America, Richmond, Virginia Department Operations Manager - FDO Manual Back Office (Hybrid)

Department Operations Manager - Fraud & Disputes Organization Manual Back Office, you will lead day-to-day activities of a high visibility multi-function, multi-team operation. You will translate data into a story that will help drive the team towards achieving individual, team and business metrics.

Responsibilities:

• Lead a team of 75 - 200 call center associates with 2 or more Unit/Senior Unit Managers direct reports.

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

• Ensure processes are documented, projects are prioritized, and business objectives are met.

• Identify and drive process improvements that improve customer experience, lower costs and ensure highest quality loans.

• Collaborate with others across multiple departments and lines of business.

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

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

• Manage staffing and financial budgets.

- High School Diploma, GED, or equivalent certification
- At least 2 years of People Leadership experience
- At least 2 years of Call Center Management experience
- At least 1 year of experience leading projects or processes
- At least 2 years of experience in Budget management

- Bachelor's Degree in Business, Economics, Management or similar
- Six Sigma, Lean certification
- At least 2 years of experience in Fraud and Disputes
- At least 5 years of People Leadership experience
- At least 2 years of experience in Risk management
- At least 2 years of experience leading projects or processes
- At least 5 years of experience in Budget management

. 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.