Capital One Director - Operations Servicing Strategy Fraud Disputes Detection Hybrid 

United States, Virginia, Richmond 

933993561

West Creek 8 (12080), United States of America, Richmond, Virginia Director - Operations Servicing Strategy, Fraud and Disputes Detection (Hybrid)

Specific responsibilities will include:

• Drive digital adoption of fraud reporting, alerts etc.

• Reimagine live agent experience for 5M+ annual customer touch points

• Increase real-time authentication rate

• Reporting

• Reduce complaints

• Increase pass rate, docs experience

• Demonstrate leadership at scale by leading a team of ~40 associates in multiple job families including process, project, and risk management

Required Skills:

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

You ask why, you explore, and you’re not afraid to come to the table with a totally new idea.

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

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

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification

• At least 5 years 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

. 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.