Senior Operations Coach (Work from Home)

Capital One; Richmond (VA); Remote; USD 93,000 - 107,000; Full time

Job summary

An established industry player is seeking a Senior Operations Coach to lead a dynamic team in enhancing customer service and compliance. This role is pivotal in driving process improvements and motivating associates to achieve their career goals while ensuring adherence to regulatory standards. You will be at the forefront of fostering a positive work environment, managing productivity, and providing essential coaching. Join a forward-thinking organization that values diversity and offers a comprehensive benefits package, including performance-based incentives. If you are passionate about leadership and operational excellence, this is the opportunity for you.

Benefits

Health benefits

Financial benefits

Performance-based incentives

Inclusive workplace

Career development opportunities

Qualifications

• 4+ years in Retail Banking with leadership experience.
• Strong skills in coaching and mentoring associates.

Responsibilities

• Lead a team to improve processes and meet business goals.
• Provide coaching and feedback to enhance team performance.

Skills

Coaching

Mentoring

Process Management

Team Leadership

Customer Service

Education

High School Diploma or GED

Bachelor’s Degree

Tools

Google Suite

Microsoft Office

Job description

Senior Operations Coach (Work from Home)

As a Senior Operations Coach - Principal Associate in the Enterprise Data Discrepancy Team, you will lead a team of associates who support our AML partners. Creating excitement and maintaining high levels of morale through change are essential for leaders in this role. You will manage, develop and motivate a team of associates. You will own the team productivity and support department objectives and customer care to meet service level, quality, and customer experience goals. You will have opportunities to engage in the DIB journey and work to protect our customers and the bank from financial crimes and AML compliance risk.

Responsibilities:

• Driving process improvements with desired customer outcomes, in alignment with industry standards and meeting regulatory and legal requirements
• Tracking and resolving process breakdowns
• Developing and maintaining formal process documentation including procedures and process flow diagrams
• Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions
• Accountable for achieving business goals for a team
• Provide continuous feedback and coaching to improve and maintain efficiency metrics, quality results and mitigate risks
• Prepare and deliver monthly 10/10s with direct reports
• Manage business level metrics (SLA, Quality, Risk) to high efficiency standards
• Share in the accountability for business level functions (risk, cost, etc.)
• Motivate and develop associates and help them achieve their career goals
• Define and measure performance metrics and clearly communicate them to the associates
• Assist with audits and deliver material requested in audits and exams with stakeholders across the organization

Basic Qualifications:

• High School Diploma, GED, Equivalent Certification
• At least 4 years of experience in Retail Bank
• At least 2 years of Coaching, Mentoring, or People Leadership experience
• At least 2 years of experience using Google Suite or Microsoft Office
• At least 1 year of experience with Project or Process Management

Preferred Qualifications:

• Bachelor’s Degree
• At least 2 years of experience in Compliance or Risk Management
• At least 5 years of Coaching, Mentoring, or People Leadership experience
• At least 2 years of experience with Project or Process Management

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions
• Reliable private internet connection that is not supplied via cellular data or hotspot is required
  • A private network that is password protected where you have ownership or line of sight to every device on the network
  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Work from Home Location Requirements

This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

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.

Remote (Regardless of Location): $93,400 - $106,600 for Sr. Operations Coach

Richmond, VA: $93,400 - $106,600 for Sr. Operations Coach

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.

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.