Senior Manager, Operations Servicing Strategy (Hybrid)

Capital One Group; McLean (VA); Hybrid; USD 164,000 - 187,000; Full time

Job summary

Capital One’s Horizontal Servicing OSS team seeks a senior leader to drive transformation across the US Card Servicing footprint. You will guide strategic roadmaps, mentor a small team, and partner with analysts, product and operations to leverage data and technology in service delivery.

Hybrid role in McLean, VA, with on-site requirements. You will influence partners, manage programs, and deliver human-centered, scalable solutions that improve customer service and operational efficiency.

Qualifications

• Minimum 5 years delivering transformational initiatives.
• Minimum 5 years directing process transformations or projects.
• Minimum 3 years of experience in people management.
• Minimum 3 years of experience in strategic planning.

Responsibilities

• Identify and drive transformation improvements across the US Card Servicing footprint.
• Lead the development of strategic roadmaps to harness platform capabilities for a global operational workforce.
• Lead a team of ~3-5 associates across multiple job families including process and OSS.
• Collaborate with analysts, product and operations teams to leverage data and technology to improve service tools.
• Strengthen analytical and critical thinking to unlock transformational solutions for the Card servicing ecosystem.

Skills

Leadership

Tech Fluency

Curiosity

Results Focus

Communication

Analytical

Customer-Centric

Operational Excellence

Education

Bachelor's degree or military experience

PMP, Lean, Agile or Six Sigma certification

Job description

Job Description

Capital One’s Horizontal Servicing OSS (Operations Servicing Strategy) Team focuses on delivering efficient and scalable solutions across Capital One’s global servicing footprint. In this role, you will be a key member of a team focused on identifying areas of operational improvement while delivering solutions consisting of both process improvement and technology investments. This team works closely with our Operations partners to understand areas within our network that are creating friction for our customers and are impeding our ability to provide efficient, accurate and high quality customer service.

Specific responsibilities:

• The ability to 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

What skills you need to bring to the table:

Leadership:

You have the ability to mentor and grow a team of associates, and you demonstrate the ability to influence change amongst partners. Drive complex projects and programs by providing strategic direction.

Tech Fluency:

The role does not require technical skills (e.g. coding) but you need to understand how to harness evolving technology to drive business outcomes. Further, you will be diving into problems with Business Analysts, Operations, and Tech teams and the ability to speak their language is critical to collaboration and consensus building.

Curiosity:

You have a curiosity to challenge the way things work and are capable of thinking outside of the box to develop and advocate for transformative solutions.

Results Focus:

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

Communication:

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:

Ability to access and leverage data to build compelling stories of where the leverage is and what investments will deliver the best outcome for our customers and stakeholders.

Customer-Centric:

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

Operational Excellence:

You have experience taking solutions off of the whiteboard and into implementation. You are able to see around corners to deliver solutions that address the root problem without adverse impacts.

Location:

This role is designated as a hybrid position. You are expected to adhere to Capital One's hybrid policy regarding required on-site presence at your designated office location.

Basic Qualifications:

• 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

Preferred Qualifications:

• 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

At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-2, E-3, L-1 and O-1, or any EADs or other forms of work authorization that require immigration support from an employer).

Salaries by location

• Riverwoods, IL: $149,000 - $170,000 for Senior Manager, Operations Servicing Strategy
• Chicago, IL: $149,000 - $170,000 for Senior Manager, Operations Servicing Strategy
• McLean, VA: $163,900 - $187,100 for Senior Manager, Operations Servicing Strategy
• New York, NY: $178,800 - $204,100 for Senior Manager, Operations Servicing Strategy
• Richmond, VA: $149,000 - $170,000 for Senior 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 (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).