Capital One Director Operations Servicing Strategy Collections Recoveries Hybrid 

United States, Virginia, Richmond 

630812057

West Creek 8 (12080), United States of America, Richmond, Virginia Director, Operations Servicing Strategy, Collections and Recoveries (Hybrid)

Specific responsibilities:

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

• Lead the development of strategic roadmaps to harness platform capabilities for a global operational workforce

• Demonstrate leadership at scale by leading a diverse team of associates in multiple job families including process, project, and risk management

• The ability to identify and drive transformation improvements 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

What skills you need to bring to the table:

• Leadership-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

• Tech Fluency-The role does not require technical skills (e.g. coding) but you need to understand how to harness evolving technology to drive business outcomes. Further, you will be diving into problems with Business Analysts, Operations, and Tech teams and the ability to speak their language is critical to collaboration and consensus building

• Curiosity-You have a curiosity to challenge the way things work and are capable of thinking outside of the box to develop and advocate for transformative solutions

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

• Communication-You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform, and influence outcomes. They know your priorities and why you are doing what you are doing

• Analytical-Ability to access and leverage data to build compelling stories of where the leverage is and what investments will deliver the best outcome for our customers and stakeholders

• Customer-Centric-You lead with human centered design as the basis for decision making and influencing outcomes

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification

• At least 5 years of experience delivering transformational initiatives

• At least 5 years of experience in People Management

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

• At least 5 years of experience in Strategic planning

Preferred Qualifications:

• Bachelor's Degree

• PMP, Lean, Agile or Six Sigma certification

• 6+ years of experience directing process transformations or projects

• 6+ years of experience in People Management

• 6+ years of Operational management experience

. 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.