Client Service Senior ManagerApply now 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
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 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.
Leverage knowledge of process, project, risk and technology to help direct reports think and act differently when solving problems
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
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
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
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
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
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).