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Senior Manager, Client Solutions

Capital One

McLean, VA
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Job Details

Company Capital One

Job Title: Senior Manager, Client Solutions

JobID: capitalone2-R20759

Location: McLean, VA, 22106, USA

Description: McLean 1 (19050), United States of America, McLean, Virginia

Senior Manager, Client Solutions


Responsible for leading a team of 6 or more Client Support Specialists in the Mid-Atlantic to include Greater Washington, DC, Richmond, and the larger Mid-Corporate for the Mid-Atlantic and Southeast to drive and deliver a high quality client experience for dedicated portfolios of Middle Market clients. This role partners with the Relationship Managers, Market Executives, Treasury Management and Underwriting teams as a local point of contact for issue escalation, key contact for in market initiative rollouts, driver of service performance and staff development, and conduit to Operations teams to execute a well-managed front-line team. The Client Support teams align to a Relationship Manager and support them with their portfolio data quality and relationship planning, and play an advisory role to both the Banker and the Clients when key servicing opportunities are uncovered. This role acts as the market leader for all things service, and is expected to drive innovation and ongoing improvements that delight our clients with a differentiated experience -- and in a manner that's meaningful to the internal market stakeholders in support of their local goals and imperatives.


+ Lead & motivate the CSS team to achieve high performance goals and deliver superior service. Accountable for the performance appraisal process, including promotion recommendations and salary administration.

+ Serve as an advocate for the CSS by employing clear & timely communications, fairness, influence and excellent judgment skills.

+ Partner with Commercial Relationship Managers and Underwriters to ensure work processes and the service experience meet expectations, broader initiatives are market-relevant, and to communicate key operational and servicing impacts that ensure the health and wellness of the portfolio.

+ Coach, mentor and develop associates to meet full potential and leverage the training and tools available.

+ Ensure that the appropriate staffing levels are maintained and backup coverage model is effective.

+ Serve as an active participant in all Client Service and Support goals and initiatives.

+ Ensure that regulatory compliance standard, policies and procedures are met.

+ Acts as a liaison between Commercial Banking and other areas of the Bank to problem solve and escalate on behalf of the client

+ Drive routines and priorities by leveraging reporting tools and other resources (e.g. Data Maintenance, TM Cross-Sell Tool, Tableau Trend Reporting)

+ Foster a culture of openness, intellectual curiosity, and ongoing improvements by a team of associates with a heightened sense of ownership and integrated thinking.

+ Drive business intent for initiatives that benefit the service organization, line of business and clients.

+ Develop the servicing approach in Philadelphia's new market in concert with the Market Executive.

+ Support the digital agenda of the company

+ Foster a healthy balance by finding a win-win between client experience and operational risk.

**Basic Qualifications:**

- At least a Bachelor’s degree or military experience

- At least 5 years in banking or at least 5 years in financial services

- At least 3 years in a leadership role

- At least 3 years in a servicing role or at least 3 years in an operational role

**Preferred Qualifications:**

- 7 years banking experience with particular exposure to commercial lending operations and documentation.

- 5 years of people management experience

- 3 years of project management experience

_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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