Capital One Work Home Senior Associate Unit Manager Servicing Back Office 

United States, Oregon 

504351357

Locations: US Remote, United States of America Work From Home Senior Associate Unit Manager, Servicing Back Office

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.

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

Work from Home Location Requirements

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 2 years of People Management experience

• At least 1 year of experience working in Fraud or Disputes

Preferred Qualifications:

• Bachelor's Degree or military experience

• At least 5 years of People Management experience

• At least 2 years of Process Management experience

• Lean Six Sigma certification

This 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.

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.