West Creek 5 (12075), United States of America, Richmond, VirginiaSenior Manager, Business Operations & Customer Servicing - Business Cards & PaymentsSenior Manager, Business Operations & Customer Servicing - Business Cards & Payments - HybridJob DescriptionIf you are a dynamic, operations leader who is passionate about delivering top-notch customer experience while cultivating a high-performing group, then this is the job for you!In Capital One’s Business Cards & Payments team, you will find a culture that expects and rewards excellence. We believe in unlocking the power of people and equipping them to do great things! We are looking for like-minded people who share our passion for success with a high sense of urgency to deliver on customer needs.As a Senior Manager of Operations , you will lead four teams of customer service experts, using your analytical & interpersonal skills, and creative problem-solving abilities to drive the teams to achieving individual, team, and business goals.Responsibilities:
Lead four distinct teams that are responsible for customer facing operations including high value servicing of commercial Card clients, our Field sales teams and piloting new capabilities.
Developing and leading an integrated voice of client and associate agenda to drive continuous improvement, NPS, and client engagement
Driving ongoing improvements in client and associate experience while delivering against budget expectations including revenue generation through credit servicing and achieving scale cost efficiency over time
Continuously analyze current business work flows and productivity & efficiency results in order to seek process improvements.
Driving change within an evolving operations environment, managing against competing business priorities
Stakeholder management and communications to obtain awareness, understanding, buy-in, and support
Adjusting readily to shifting priorities and rapid change
Track and manage metrics, coach and develop associates, oversee quality assurance, and resolve system issues.
Collaborate with others across multiple departments and lines of business
Develop strategies in a fast-paced environment where new variables are constantly emerging.
Assist in escalations horizontally (TM, Product etc.) with internal and external partners.
Determining business issues and recommending strategic solutions to drive business value
Develop executive-level reporting to present progress and explain key issues and risks
Basic Qualifications:
High School Diploma, GED or Equivalent Certification
At least 5 years of experience in Operations
At least 3 years of Call Center Management experience
At least 3 years of experience in People Management
At least 3 years of process management or project management experience in an operations environment
Preferred Qualifications:
Bachelor's Degree in Business or quantitative field such as Finance, Economics
Process or Project Management certification such as Agile, Lean Six Sigma, or Project Management Professional
5+ years of experience in People Management
5+ years of process or project management experience
5+ years of experience in Call Center Management
8+ years of experience in Operations
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.Capital 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).