13 hours
2017-11-202017-12-19

ATM Vendor Support Specialist, Senior Manager

Richmond, VA
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  • Job Code
    capitalone2-R35238
Company Capital One

Job Title: ATM Vendor Support Specialist, Senior Manager

JobID: capitalone2-R35238

Location: Richmond, VA, 23261, USA

Description: East Shore 2 (12025), United States of America, Glen Allen, Virginia



At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.



Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.



ATM Vendor Support Specialist, Senior Manager



The Capital One ATM and Kiosk Channel is looking for a well-qualified Senior Process Manager to drive process management efforts and improvements in the daily management operations of vendor repairs and emergency cash replenishments. Our primary goal is to ensure we provide reliable access, functionality, and funds availability for customers. Capital One currently has ~ 2,000 ATMs throughout its national banking footprint.



This Senior Process Manger reports to the Head of ATM and Kiosk Channel Operations. As the ATM Vendor Service Steward, you will lead a team that builds relationships with key vendors across the channel (Original Equipment Manufacturers, Armored Couriers, etc.) to improve daily vendor reliability, contract adherence, and straight through processing of repairs and replenishments. This includes engaging with Line of Business Partners in Bank Operations and IT on strategy, individual enhancement implementation strategies and test design, and vendor performance measurement and focus on high availability of the ATM. This position has a key role in ensuring the bank reaches its vision for migrating teller transactions to the ATM Channel.



This is a fast-paced operational environment, so the ideal candidate will be able to juggle multiple priorities, is extremely detail oriented and is comfortable communicating with a broad audience.



The roles and responsibilities for this position include the following.



**ATM Vendor Strategy**



+ Drive the evolution of the vendor resolution value chain and capabilities roadmap, defining a resolution test and learn approach, channel service goals and end to end performance metrics, technical/process requirements to support channel migration, and business performance reporting.

+ Work with senior leaders in the organization and in five key vendor organizations to garner support for key vendor enhancements to grow ATM usage and engagement of cross functional teams (e.g. telecom, consolidation server, item processing, returns, fraud, claims, and online).

+ Drive cross-functional efforts to build out ATM resolution strategies and capabilities, sponsoring pilots for early test and learn with vendors.



**Risk Management**



+ Support ATM Operations Management in achieving a well-managed status for ATM end-to-end daily vendor resolution processes

+ Define the performance assessment framework and set risk adjusted benchmarks by vendor and placement

+ Act as SME for how technology is used to manage ATM vendor risk.



**ATM Vendor Performance Management**



+ Help vendors find ways to improve accuracy and cycle time while maintaining a highly available system to ensure customer ATM engagement.

+ Deliver BPM, Lean, and 6 sigma improvement efforts throughout the value stream.

+ Partner with product, technology, and operations teams on determining what changes are needed for highly available, accurate, and timely resolutions to both maximize channel engagement and increase migration.



**Team management and leadership**



+ Lead, manage, and motivate a team of associates.

+ Partner within and across functions to achieve goals and strategies.

+ Co-lead cross functional efforts to drive integrated strategies and people/technology mix to optimize performance.

+ Socialize and share best practices and learnings broadly across other delivery channels, including senior management, operations managers, and lines of business to achieve goals for the enterprise.



**The ideal candidate will possess the following:**



+ Commitment to delivering the best possible customer experience

+ Results driven approach and ability to work independently

+ Willingness to conduct some business travel (10%)

+ Comfort level working with remote partners

+ ATM operating rules and regulations, governmental regulations, a solid knowledge of ATM services’ various networks and processing relationships

+ Ability to stay informed on associated regulatory changes and industry trends

+ Functional knowledge of ATM industry product development; ability to stay informed on associated vendor changes and industry trends

+ Ability to use a continuous improvement approach to develop and enhance policies, procedures, and business initiatives

+ Excellent communication and presentation skills both verbal and written and at all organizational levels

+ Demonstrated strong strategic and analytical skills; utilizing and interpreting data and analytics to quantify and improve vendor results



**Basic Qualifications** **:**



+ Bachelor’s Degree or military experience

+ At least 3 years of people management experience

+ At least 3 years of ATM operations experience



**Preferred Qualifications:**



+ MBA in any quantitative field such as engineering, math, finance, business, economics, sciences

+ Lean, Agile, Six Sigma, Business Process Management certification

+ One or more years of Branch Operations Experience

+ One or more years of Supply Chain Management Experience



**At this time, Capital One will not sponsor a new applicant for employment authorization for this position.**



Categories

  • Management

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               


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ATM Vendor Support Specialist, Senior Manager

Capital One
Richmond, VA

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Richmond, VA

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