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R124027 Posted 10/07/2021

Manager, Operations Servicing Strategy (Complaints Intent & Delivery)

Glen Allen , Virginia | Chesapeake , Virginia | Tampa , Florida | McLean , Virginia | Las Vegas , Nevada
  • Category Operations
  • Experience Manager
  • Primary Address Glen Allen, Virginia

Overview

Knolls 3 (12038), United States of America, Glen Allen, Virginia

Manager, Operations Servicing Strategy (Complaints Intent & Delivery)

Manager, Operations Servicing Strategy 

As a Manager, Operations Servicing Strategy, you will be part of a smart, talented team responsible for transforming the infrastructure and customer service experience for our customers. 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 deliverbreakthrough business results and radically transform customer service.

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 executionof 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

  • Designs the strategic programs and initiatives partnering with projectand 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 ongoingbasis 

  • 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

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- Youcan 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 

Basic Qualifications:

• Bachelors Degree 

• At least 3 years of experience in People Management

• At least 3 years of experience directing large scale process transformations or projects 

• At least 3 years of experience in Strategic planning

Preferred Qualifications:

• Masters Degree in Industrial engineering, Process engineering, Process management, Systems engineering, Management, Business or Business Administration (MBA)

• Process or Project Management certification (i.e. Scaled Agile, Lean, ,PMP)

• At least 3 years delivering large scale transformational initiatives

• 5+ years of experience leading large scale process transformations or projects

• 5+ years of experience in People 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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).

Hiring Process
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Benefits
Career Journey

How We Hire

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  • Step 1 Apply

    It only takes a few minutes to complete our application and assessment.

  • Step 2 Screen and Schedule

    If your application is a good match you’ll hear from one of our recruiters to set up a screening interview.

  • Step 3 Interview(s)

    Now’s your chance to learn about the job, show us who you are, share why you would be a great addition to the team and determine if Capital One is the place for you.

  • Step 4 Decision

    The team will discuss — if it’s a good fit for us and you, we’ll make it official!

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Our benefits and total compensation package is designed for the whole person. Caring for both you and your family.

  • Healthy Body, Healthy Mind

    You have options and we have the tools to help you decide which health plans best fit your needs.

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    Options for your time, opportunities for your family, and advice along the way. It’s time to BeWell.

Career Journey

Here’s how the team fits together. We’re big on growth and knowing who and how coworkers can best support you.

Career Journey
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