Capital One Senior Manager Operations Servicing Strategy 

United States, Virginia, Arlington 

511864580

Senior Manager, Operations Servicing Strategy, Collections and Recoveries Channels (Hybrid)

As aSenior Manager, Operations Servicing Strategy, Collections and Recoveries Channels, you will be part of a smart, talented team responsible for transforming the customer and agent servicing experiences. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business partners in developing strategic capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stakeholders to ensure the technology and processes deliver breakthrough business results and radically transform customer service.

Specific responsibilities:

• Drive transformational improvements for Agents and Customers through initiatives that cross the Collections and Recoveries team

• Development of strategic roadmaps in partnership with leaders across the Collections and Recoveries ecosystem to harness platform capabilities for a global operational workforce

• Demonstrate leadership by leading a diverse team of associates focused on process and project management

• The ability to identify and socialize improvement opportunities to influence priorities across our US Card servicing footprint

• Work with analyst and product teams to leverage data and technology to improve the tools our agents use to service customers

• Strengthen the analytical and critical thinking skills of a team to unlock the solutions that will transform Channels

• Manage a team of ~3 direct reports

Leading Strategic Direction

• Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening

• Designs the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues

• Leading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery

Influencing

• Creating over-arching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design

• Ensuring the product design is built for agents and customers

• Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions

Leading Horizontally

• Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders

• Consulting with business partners to understand complex problems and focus on bringing issues to resolution, horizontal influence and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines. clarifying and defining transformation requirements / scope for cross-functional problems

• Conducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions

Providing Operational Excellence

• Responsibility for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis

• Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency

• Intimately understanding the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups

What skills you need to bring to the table:

Influencing, challenging and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management

Technical and Strategic-

You ask why, you explore, and you’re not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones

you have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results

You're Not scared of numbers; instead you believe they help illuminate the truth

You lead with human centered design as the basis for decision making and influencing outcomes

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 5 years of experience in People Leadership

• At least 5 years of experience directing process transformations or projects

• At least 3 years of experience in Strategic planning

• At least 3 years of Process OR Project Management experience in an operations environment, OR at least 3 years of Program Management experience in an operations environment

Preferred Qualifications:

• Six Sigma, Lean, or PMP Certification

• At least 7 years of experience leading process transformations or projects

• At least 7 years of experience in People Leadership

• At least 3 years of experience working with external partners or supplier management

• At least 3 years of experience designing customer and associates' experiences in an omni-channel environment

• At least 6 years of experience delivering transformational initiatives

McLean, VA: $154,600 - $176,400 for Senior Manager, Operations Servicing Strategy Richmond, VA: $140,600 - $160,400 for Senior Manager, Operations Servicing StrategyThis 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.