Auto Refinance Operations Leader (Hybrid)

Capital One National Association; Plano (TX); Hybrid; USD 122,000 - 139,000; Full time

Job summary

Capital One National Association invites applications for an Auto Refinance Department Operations Manager. The role leads a high-visibility, multi-team operation with a focus on customer experience, process improvement, and staff development.

You will direct a team of senior leaders and ~40 production associates, coordinating with a large vendor footprint to ensure smooth operations. The position is hybrid, with required onsite presence in Plano, TX for certain duties.

Qualifications

• High School Diploma, GED or Equivalent Certification.
• At least 5 years of people leadership experience.
• At least 4 years of call center customer service or back office operations experience.
• At least 2 years of experience working with cross functional teams.
• At least 2 years of experience in the auto financing Industry (preferred).
• At least 2 years in process management (preferred).
• At least 7 years of people leadership experience (preferred).
• At least 2 years working with multiple business partners (preferred).
• At least 1 year working with external vendors (preferred).

Responsibilities

• Monitor backlog health of Fraud queue and guide resolution or escalation of complex issues.
• Develop interaction models with LT and stakeholders for visibility and timely resolution.
• Invest in reporting and tools to empower teams and associates.
• Lead coaching and training efforts to improve customer experience and processes.
• Build strong relationships with UMs and frontline staff; drive engagement and culture.

Skills

People leadership

Call center experience

Back-office operations

Cross-functional collaboration

Education

High School Diploma or GED

Job description

Capital One National Association invites applications for an Auto Refinance Department Operations Manager. The role leads a high-visibility, multi-team operation with a focus on customer experience, process improvement, and staff development.

You will direct a team of senior leaders and ~40 production associates, coordinating with a large vendor footprint to ensure smooth operations. The position is hybrid, with required onsite presence in Plano, TX for certain duties.