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SBB Servicing Center Project Manager

Capital One


Location:
Richmond, VA
Date:
05/25/2017
Job Code:
capitalone2-R23602
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Job Details

Company Capital One

Job Title: SBB Servicing Center Project Manager

JobID: capitalone2-R23602

Location: Richmond, VA, 23261, USA

Description: West Creek 8 (12080), United States of America, Richmond, 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.



SBB Servicing Center Project Manager



As a Small Business Banking Servicing Center Project Manager, you will be part of a smart, talented team responsible for creating and enhancing structure and processes that support the associates experience, while delivering excellence to our customers during every interaction. The Project Manager will play a key role in creating, delivering and maintaining projects and processes that support the Small Business Banking Servicing Center footprint. In this position you will contribute immediately while strengthening your project and process management skills and best practices.



**Responsibilities:**



+ Accountable for establishing and maintaining the interactions and reporting model for the Small Business Banking Servicing Center Operations.

+ Deliver transformational projects/improvements in the customer and associate experience across the Small Business Banking Servicing Center footprint (leveraging a structured methodology).

+ Perform regular analysis of servicing center trends and implement continuous improvement efforts

+ Support defining goals, metrics, strategies and reporting for the Small Business Banking Serving Center team to ensure alignment with changing customer and business needs.

+ Serve as a direct strategic thought partner to the Head of Small Business Banking Servicing Centers and effectively communicate with all levels of leadership across Small Business Banking.

+ Proactively assess the need for process and/or program improvements and make recommendations to the leadership team.

+ Partner with Small Business Banking HOPS team to ensure overall project alignment and backlog management

+ Evaluate impacts that project and process changes have on the associate and/or customer experience.

+ Manage enhancement projects within team and cross-functionally.



**Our ideal candidate:**



+ Passion for action and a proven track record of mobilizing and building a cohesive team environment

+ Skilled in customer-back thinking and passionate about delivering a world class customer experience

+ Demonstrated the ability to encourage creative problem solving within and outside of their team

+ Knowledge leader and intellectually curious

+ Positive leadership style that encourages, empowers and motivates associates

+ Possesses excellent communication skills, attention to detail, and have the ability to adapt to change quickly.

+ Ability to travel on occasion to support team events and engagement



**Basic Qualifications:**



+ Bachelors Degree or Military experience

+ At least 2 years of experience in contact center operations

+ At least 2 years of project management experience



**Preferred Qualifications:**



+ At least 5 years of experience in project and/or process management

+ At least 3 years of experience in strategic consulting/problem solving

+ Proven track record of effective and autonomous prioritization and multi-tasking

+ Strong facilitation and public speaking skills



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



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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