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Client Service Senior Manager

Job ID R77793 Updated date 06/12/2019 Location McLean, Virginia; Houston, Texas; New York, New York; Melville, New York; New Orleans, Louisiana; Dallas, Texas; Richmond, Virginia; Edison, New Jersey
McLean 1 (19050), United States of America, McLean, 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.

Client Service Senior Manager

Client Solutions works with commercial clients, both proactively and reactively, for all their servicing needs.  Our associates are on the frontline, delivering on our commitment to provide a beautiful client experience.

At the Sr. Manager level, you will lead a team in a dynamic, fast-paced environment.  You will provide direction, and coaching to your team to bring out the best in each individual as well as the team.  You will be required to balance risk to Capital One while delivering an industry leading experience to clients.

General Responsibilities:

Leverage knowledge of process, project, risk and technology to help direct reports think and act differently when solving problems

Process Management

  • Understand process performance through an overtime view of metrics and anomalies

  • Understand and own the client experience with process updates and changes

  • Deep local SME and industry knowledge

  • Lead direct reports in creating a culture focused on daily and monthly performance

  • Create an improvement agenda through pareto, histogram and run chart analysis

  • Independently make connections to vision and create grounded recommendations

Project Management

  • Work backwards from a 6-12 month destination when serving as customers for strategic and improvement projects

  • Proactively provide clear, succinct updates to problems and progress using facts and data

  • Keep internal and external stakeholders (client, sales, service, operations, product) informed of status, risk and issues to delivery

Risk Management

  • Working knowledge and tracking of top controls, risks and events/issues

  • When complaints, problems and/or issues arise work with partners driving to root cause and identifying sustainable, repeatable solutions

People Leadership

  • Hold direct reports accountable for having a development plan 

  • Recruit and retain top talent fostering an environment of trust, collaboration, and belonging

  • Empower, develop, coach, and recognize team to reach personal, professional, and team goals

  • Stay connected and aware of team performance as it relates to people leadership, inclusion and engagement 

Desired Attributes and Skills:

To be successful in the role, associates should exhibit the following:

  • Exceptional people leaders who embrace diversity and inclusion who can lead transformational change

  • Passionate about both delivering a great client experience and complying with laws and regulations

  • Forward leaning into technology, automation, and emerging financial products

  • Fluid in adapting to and embracing change for themselves and with others

  • Intellectually curious, inquisitive, and open minded

  • Integrated thinkers and creative problem solvers with impeccable judgement

  • Exceptional and confident communicators, negotiators, and influencers

  • Tenacious in pursuing and achieving their goals and objectives

  • Motivated to achieve results through teamwork and collaboration

  • Proactive about their own development and learning with an optimistic, growth mindset

Basic Qualifications:

  • High school diploma, GED, or Military Experience

  • Proficient in Microsoft Office (Outlook, Excel, and Word) or the Google Suite

  • At least 2 years of customer service, business process, or project management experience

  • At least 4 years of People Management

Preferred Qualifications:

  • Bachelor’s Degree or Military Experience

  • Process Management Certification (yellow belt, green belt, black belt)

  • At least 7 years of customer service, business process, or project management experience

  • At least 7 years of 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.

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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).