Locations: VA - Richmond, United States of America, Richmond, VirginiaBusiness Director, Bank Operations Strategy and AnalysisThis Director role is a leader of multiple teams of business analysts in the Retail Bank focused on being the thought leader in partnership with Executive leaders in the Bank Operations.The role will be accountable for being the analytical and strategic leader for Retail Bank Operations functions (Life Events & Speciality Services), Branch Frontline, and strategy for Bank Operations.The job-specific responsibilities include
Build deep expertise into the 40+ Bank Operations areas that impact the entire life cycle of the Bank customer to influence medium to long term strategy for driving efficiencies impacting Customer experience, cost, and operational risk.
E.g. Utilize analytics to define a problem statement on areas that open the Bank up to asymmetrical risk in key areas (e.g., Escheatment, Litigation, Operations, Revenue, etc…) and deliver an action plan (in partnership with Operations, Product, Tech) to help in saving operational expenses and mitigating long term risks
Work with 3+VPs and MVP to define long term vision and strategy for Bank Operations. Influence our key decision-makers through analytics and thought leadership to set the roadmap. Lead projects that shape the future of Operations.
e.g. Identify opportunities and create business cases and framework to influence leaders within Bank Ops across the Enterprise (including in Product, Tech, and adjacent functions)
Be proactive to understand macro factors and events that may impact Capital One and work with multiple VP+ leaders to define a plan to be ready for any downstream risk
e.g. In events like Silicon Valley Bank Collapse, COVID-19, etc., act with a sense of urgency with our response to quickly identify key areas of risk and stand up critical monitoring; align with key partners to examine our business and any impacts stemming from those events. Finally create a playbook for such events in the future
Lead an organization of 10+ analysts ranging from ADPs to Sr. Managers through our Include, Empower, Inspire (IEI) values. Hold a high bar and lead from the front with heart, hunger, and humility. Build talent that will grow within the team and is ready to be fungible anywhere within Capital One.
The job-specific results this role will drive include:
Risk Reduction: Identify, scope out, and drive collaboration with Risk partners to develop well managed strategies while balancing policy adherence and regulatory demands
e.g. State Laws that govern different treatment for Levies and Garnishment
Customer Experience Improvement: Understand upstream and downstream impact of operational processes to customer experience; collaborate and negotiate with key stakeholders and partners to develop and test strategies to drive improvement in quality and Customer experience
e.g simplifying tax form availability and old statement retrieval process
Operational scalability: Build metrics and measurement frameworks to capture customer experience, regulatory adherence, financial performance, and operational health of the business so that we can continue to scale by-design as our customer base grows
General Responsibilities:
Strategic leadership: Develop business strategies that will drive growth, profitability, and competitive success for Capital One in the face of shifting consumer and regulatory demands
Leadership: May manage and develop multiple analysts. Coaching and mentoring associates with a goal of developing and retaining talent at Capital One
Execution: Manage and sequence delivery of business intent, build business requirements and execute against the product strategy. Oversee multiple projects and programs concurrently
Partnership: Work closely with colleagues across Capital One including: IT, Sales, Operations, Finance and others to drive improvement in quality, volume, service, and profitability
Strategic; analytic orientation: A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation, given that a large part of the business is based on rigorous analytic marketing & credit risk management
Strong business judgment, leadership and integrity: They should be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible approach to business
Solid people leadership experience: Ability to build and leverage the capabilities of a high-performing team, as well as business partners across the enterprise. They should foster innovation, drive critical decisions, hold business partners accountable, and be able to consistently deliver results
Strong executive communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills
Clear results orientation: display an intense focus on achieving both short and long term goals. They should be able to drive and execute an agenda in an uncertain and fluid environment
Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment. Previous consulting experience is a plus
Basic Qualifications:
Bachelor’s Degree
At least 7 years of experience in analysis
Preferred Qualifications:
Master’s Degree
2+ years of experience in financial services
1+ year of experience in consulting
3+ years of experience in people management
Capital One will consider sponsoring a new qualified applicant for employment authorization for this positionCapital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website (https://www.capitalonecareers.com/benefits) . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.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 [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.For technical support or questions about Capital One's recruiting process, please send an email to [email protected] One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).