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Senior Department Operations Manager

Capital One


Location:
Richmond, VA
Date:
07/19/2017
2017-07-192017-08-17
Job Code:
capitalone2-R28711
Categories:
  • Management
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Job Details

Company Capital One

Job Title: Senior Department Operations Manager

JobID: capitalone2-R28711

Location: Richmond, VA, 23261, USA

Description: Knolls 1 (12034), 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.



Senior Department Operations Manager



Are you a results driven, analytical, cultural leader who is passionate about delivering world class customer experience for our most valuable customers while cultivating a high-performing group? If you are a strong integrative thinker, creative problem solver and possess exceptional interpersonal and relationship-building skills, then this is the job for you! As a Senior Department Operations Manager you will lead day-to-day activities of a high visibility multi-function, multi-team operation. This team will be responsible for the critical customer experiences associated with our highest spending consumer card customers.



Responsibilities:



+ Lead a team of 300+ call center associates with 4 or more Sr Unit Managers direct reports.

+ Track and manage metrics, coach and develop associates, oversee quality assurance, and resolve system issues.

+ Ensure processes are documented, projects are prioritized, and business objectives are met.

+ Identify and frame feedback to drive new customer facing capabilities/technologies

+ Identify and drive process improvements that improve customer experience, lower costs and ensure highest quality loans.

+ Collaborate with others across multiple departments and lines of business.

+ Continuously analyze current business work flows and productivity/efficiency results in order to seek process improvements.

+ Develop strategies in a fast-paced environment where new variables are constantly emerging.

+ Manage staffing and financial budgets.



Basic Qualifications:



+ Bachelors Degree or military experience

+ At least 5 years of experience in People management

+ At least 3 years of experience in Process management

+ At least 3 years of experience in Budget management



Preferred Qualifications:



+ Masters degree or military experience

+ Lean, Agile, Six Sigma, Business Process Management, or Project management certification

+ 5 years of experience translating business strategy and analysis into consumer facing digital products

+ 5 years of experience developing products with a customer-first, design thinking approach

+ 7 years of experience in People management

+ 5 years of experience in Process management

+ 5 years of experience in Budget management



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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