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Department Operations Manager

Job ID R76781 Updated date 06/05/2019 Location Chesapeake, Virginia
Chesapeake (12051), United States of America, Chesapeake, Virginia

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Department Operations Manager

Are you a dynamic, analytical leader who is passionate about delivering top-notch customer experience while cultivating a high-performing group? If you are a strong integrative thinker, creative problem solver and possess strong interpersonal and relationship-building skills, then this is the job for you! As a Department Operations Manager, you will lead day-to-day activities of a high visibility multi-function, multi-team operation. You will translate data into a story that will help drive the team towards achieving individual, team and business metrics.


- Lead a team of 75 -150 call center associates with Unit/Sr Unit Managers direct reports.
- Track and manage metrics, coach and develop associates, oversee quality assurance, and resolve system issues.
- Ensure processes are documented, projects are prioritized, and business objectives are met.
- Identify and drive process improvements that improve customer experience, lower costs and ensure highest quality loans.
- Collaborate with others across multiple departments and lines of business.
- Continuously analyze current business work flows and productivity/efficiency results in order to seek process improvements.
- Develop strategies in a fast-paced environment where new variables are constantly emerging.

- Travel required 10%

Basic Qualifications:

  • Bachelor's Degree or Military experience
  • 2 Years of Call Center Management Experience
  • 2 years of experience in People management - drive results through others, coach/develop
  • 2 years of experience in Collections or Call Center
  • 1 year of experience in Project management


Preferred Qualifications:

  • Master's Degree
  • Six Sigma, Lean
  • 5 years of experience in People management - drive results through others, coach/develop
  • 5 years of experience in Collections or Call Center
  • 2 years of experience in Project management

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

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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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.

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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).