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Capital One Hybrid - Manager Operations Management United States, Virginia, Richmond 452945306
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Responsibilities:
Provide day-to-day management to a back office service organization that delivers excellent customer experiences. Lead, motivate, and inspire an organization of ~500 internal associates and people leaders.
In partnership with the Servicing Strategy leaders, help to influence the vision and strategy for our agent servicing experiences using an operational lens.
Manage and coach a strong team of experienced operational leaders whose main focus is on operational excellence and caring for our associates.
Ensure servicing experiences for Capital One’s credit card customers is continually performing effectively and efficiently, building loyalty and deepening relationships with our customers.
Help influence customer facing policies and procedures to best meet the needs of our customers and associates.
Partner with analysts, technology, and digital leaders to develop and implement plans for the operational infrastructure of systems, processes and personnel to drive advances for operational excellence and improved customer experiences.
Ensure key operational and customer performance targets are met (Customer Satisfaction, Associate Engagement, Net Promoter Score, Service Levels).
Lead a team of people leaders in launching initiatives.
Ensure compliance and regulatory requirements are met.
Contribute to the proper infrastructure and management controls - including metrics, quality assurance, and capacity planning; drive innovation in process of excellence; a beacon for operations talent.
Be a contributing member and leader of the overall call center site including participation on the site council, influencing site strategy and partnering with our Site Leaders on site initiatives.
Model and ensure Operations Leaders are exemplifying the enterprise leadership expectations with ability to inspire and empower our associates to do their best work while creating an inclusive environment for all associates.
Location: This role is hybrid, where you will be expected to spend about half of your working time in the office and half working virtually.
Basic Qualifications:
High School Diploma, GED or equivalent certification
At least 2 years of experience in Process management
At least 2 years of experience in Project management
At least 2 years of experience in People management
At least 2 years of experience in Relationship management
Preferred Qualifications:
3+ years of experience in Process management
3+ years of experience in People management
3+ years of experience in Complex problem solving
3+ years of experience in Relationship 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.
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