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Unit Manager

Capital One


Location:
Glen Allen, VA
Date:
09/20/2017
2017-09-202017-10-19
Job Code:
capitalone2-R33700
Categories:
  • Customer Service/Call Center
  • Management
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Job Details

Company Capital One

Job Title: Unit Manager

JobID: capitalone2-R33700

Location: Glen Allen, VA, 23060, USA

Description: Knolls 3 (12038), 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.



Unit Manager



As a Unit Manager at Capital One, you will lead a dynamic team of Tier 2 escalations inbound contact center associates who are the face of Capital One for our customers and a resource for our frontline associates. The department is responsible for mitigating complaints and escalations received through the inbound and outbound network of Capital One’s US Card Fraud and Disputes Operation. Associates and their Mangers work together to resolve complex and often unusual customer situations, balancing customer and business needs. The team is frequently called on to manage through rapidly changing policies and processes, while dealing with a broad range of issues related to both transactional and fraud identity related issues. Creating excitement and maintaining high levels of morale and performance through change are also essential for leaders within Capital One. Unit Managers manage, develop and motivate an internal team of 15 - 20 associates and strive to exceed standards of customer service and experience. In addition, this role uses an agile / scumban methodology to assign, track, and deliver work in the operation, and works within a collaborative, open, fast-paced, and candid departmental culture.



Responsibilities:



- Accountable for achieving business goals for a team of up to 20 associates within unit.



- Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics.



- Prepare and deliver biweekly performance reviews for direct reports.



- Manage business level metrics to high efficiency standards.



- Share in the accountability for a business level function team



- Motivate and develop associates and help them achieve their career aspirations.



- Execute flawless execution of key performance indicators (KPI)



- Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc.



- Define and measure performance metrics (incentives, annual appraisal) and clearly communicate to team.



Basic Qualifications:



- High School Diploma, GED, equivalent certification or military experience



- At least 2 years of experience in People Management



Preferred Qualifications:



- Bachelors Degree or military experience



- 5 years experience in People Management



- 2 years experience in Process 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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