Manager, Operations Servicing Strategy, Servicing Back Office Horizontal, Card (Hybrid)

Capital One National Association; Richmond (VA); Hybrid; USD 115,200 - 131,500; Full time

Benefits offered by this job

Health Insurance

Performance Bonuses

Flexible Work Hours

Professional Development Opportunities

Wellness Programs

Job summary

An established industry player is seeking a Manager for Operations Servicing Strategy. This pivotal role involves leading a team to enhance customer service and operational efficiency. You will collaborate with various stakeholders to design strategic initiatives and influence product roadmaps while ensuring seamless processes that impact customer experiences positively. With a focus on human-centered design, you will drive complex projects and provide insightful data analysis to guide decision-making. Join a dynamic team where your leadership and strategic vision will make a significant difference in transforming customer service operations.

Qualifications

• 3+ years of experience in people management and strategic planning.
• Experience in directing process transformations or projects.
• Strong analytical and communication skills are essential.

Responsibilities

• Lead a team to improve business efficiency and drive results.
• Create and modify processes while collaborating with leaders.
• Monitor data trends and ensure data integrity.

Skills

Leadership

Project Management

Strategic Planning

Process Improvement

Analytical Skills

Communication

Customer-Centric Design

Curiosity

Education

High School Diploma or GED

Tools

Scaled Agile

Lean

Six Sigma

Project Management Professional

Job description

Manager, Operations Servicing Strategy, Servicing Back Office Horizontal, Card (Hybrid)

As a Manager, Operations Servicing Strategy, Servicing Back Office Horizontal, you will be part of a smart, talented team responsible for transforming the infrastructure and customer service experience for our customers. You will lead a team of process managers in delivering flawlessly executed processes that improve business efficiency and drive results. You will create and modify processes while collaborating with smart and passionate leaders to influence results that have a direct impact on the company’s bottom line. You will monitor data trends to measure effectiveness and install necessary benchmarks or thresholds to ensure data integrity. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business and strategy partners in developing strategic capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stakeholders to ensure the technology and processes deliver breakthrough business results and radically transform customer service.

The Servicing Back Office (SBO) Horizontal team is composed of talented, motivated individuals who have a passion for process improvement and thrive on the collective success of SBO. From intent to execution, this team directly shapes and evolves servicing back office processes to gain efficiencies while enhancing processes directly impacting the client experience.

On any given day you will be:

Setting Strategic Direction

• Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening.

• Designing the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues.

• Leading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery.

Influencing

• Creating over-arching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design.

• Ensuring the product design is built for agents and customers.

• Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions.

Leading Horizontally

• Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders.

• Consulting with business partners to understand complex problems and focus on bringing issues to resolution, horizontal influence and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines. Clarifying and defining transformation requirements / scope for cross-functional problems.

• Conducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions.

Providing Operational Excellence

• Ultimately be responsible for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis.

• Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency.

• Intimately understanding the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups.

What skills you need to bring to the table:

Leadership- Influencing, challenging and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management. This position is a leader of leaders and has direct reports.

Technical and Strategic- While you may not be a hard-core coder, you should have a solid understanding of the business trade-offs and how to get the most out of our technology. Further, you will be diving into problems with the Business Analysts, Ops leaders and Tech teams and they will think of you as an “honorary member of the guild” because you can speak their language.

Curiosity- You ask why, you explore, and you’re not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones.

Do-er- You have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results.

Communicator- You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform and influence outcomes. They know your priorities and why you are doing what you are doing.

Analytical- You're not scared of numbers; instead you believe they help illuminate the truth.

Customer-Centric- You lead with human centered design as the basis for decision making and influencing outcomes.

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office (Richmond, VA or McLean, VA) and the remainder of the week working virtually.

Basic Qualifications:

• High School Diploma, GED or equivalent certification
• At least 3 years of experience in People Management
• At least 3 years of experience directing process transformations or projects
• At least 3 years of experience in Strategic planning
• At least 3 years of Process OR Project Management experience in an operations environment, OR at least 3 years of Program Management experience in an operations environment

Preferred Qualifications:

• Process or Project Management certification such as Scaled Agile, Lean, Six Sigma, or Project Management Professional
• At least 5 years of experience leading large scale process transformations or projects
• At least 5 years of experience in People Management
• At least 3 years of experience working with external partners or supplier management
• At least 3 years of experience designing customer and associates' experiences in an omni-channel environment

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $126,700 - $144,600 for Manager, Operations Servicing Strategy

Richmond, VA: $115,200 - $131,500 for Manager, Operations Servicing Strategy

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days. No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law.

Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.