Head of Operations Servicing Strategy & Transformation

Capital One Group; Chicago (IL); Híbrido; USD 149.000 - 170.000; Jornada completa

Descripción de la vacante

Capital One is seeking a Senior Manager, Operations Servicing Strategy to lead transformation initiatives across the US Card Servicing footprint. This hybrid role involves directing a small team, collaborating with analysts, product and operations to improve agent tools and service quality.

You will drive data-informed decisions and champion human-centered, customer-focused process improvements. The position requires strong leadership, strategic planning, and experience in managing

Formación

• High School Diploma, GED or Equivalent Certification.
• At least 5 years of experience delivering transformational initiatives.
• At least 5 years of experience directing process transformations or projects.
• At least 3 years of experience in people management.
• At least 3 years of experience in strategic planning.
• Bachelor's Degree or military experience.
• PMP, Lean, Agile or Six Sigma certification.
• At least 6 years of experience directing process transformations or projects.
• At least 4 years of experience in people management.

Responsabilidades

• Identify and drive transformation improvements across our US Card Servicing footprint.
• Lead the development of strategic roadmaps to harness platform capabilities for a global operational workforce.
• Demonstrate leadership by leading a team of ~3-5 associates across multiple job families including process and OSS.
• Work with analyst and product teams to leverage data and technology to improve the tools our agents use to service customers.
• Strengthen the analytical and critical thinking skills of a team to unlock the solutions that will transform the Card servicing ecosystem.

Conocimientos

Leadership

Communication

Analytical

Customer-centric

Operational excellence

Curiosity

Results oriented

Tech fluency

Educación

Bachelor's Degree

Military experience

Descripción del empleo

Capital One is seeking a Senior Manager, Operations Servicing Strategy to lead transformation initiatives across the US Card Servicing footprint. This hybrid role involves directing a small team, collaborating with analysts, product and operations to improve agent tools and service quality.

You will drive data-informed decisions and champion human-centered, customer-focused process improvements. The position requires strong leadership, strategic planning, and experience in managing