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.
The CRE Client Services Senior Manager will be responsible for leading a team of six or more Client Support Specialists in the New York metropolitan area to drive and deliver a high quality client experience for dedicated portfolios of Commercial Real Estate clients with a focus on third-party property managers and multifamily units. This role partners with Relationship Managers, Market Executives, Treasury Management and Underwriting teams as a local point of contact for issue escalation, key contact for in-market initiative rollouts, driver of service performance and staff development, and conduit to Operations teams to execute a well-managed front-line team. The Client Support teams align to a Relationship Manager and support them with their portfolio data quality and relationship planning in addition to playing an advisory role to both the Banker and the Clients when key servicing opportunities are uncovered. This role acts as the market leader for all things 'service' and is expected to drive innovation and ongoing improvements that impress our clients with a differentiated experience and in a manner that's meaningful to the internal market stakeholders in support of their local goals and imperatives.
Lead & motivate the Client Services team to achieve high performance goals and deliver superior service; this associate will be accountable for the performance appraisal process, including promotion recommendations and salary administration
Serve as an advocate for Client Services by employing clear & timely communications, fairness, influence and judgment skills
Partner with Commercial Relationship Managers and Underwriters to ensure work processes and the service experience meet expectations, broader initiatives are market relevant and to communicate key operational and servicing impacts that ensure the health and wellness of the portfolio
Coach, mentor and develop associates to meet full potential and leverage the training and tools available
Ensure that the appropriate staffing levels are maintained and backup coverage model is effective
Serve as an active participant in all Client Service and Support goals and initiatives
Ensure that regulatory compliance standards, policies and procedures are met
Act as a liaison between Commercial Banking and other areas of the Bank to problem-solve and escalate on behalf of the client as needed
Drive routines and priorities by leveraging reporting tools and other resources (e.g. Data Maintenance, TM Cross-Sell Tool, Tableau Trend Reporting)
Foster a culture of openness, intellectual curiosity and ongoing improvement by a team of associates with a heightened sense of ownership and integrated thinking
Drive business intent for initiatives that benefit the service organization, line of business and clients
Support the digital agenda of the company
Foster a healthy balance by finding a win-win between client experience and operational risk
- Bachelor’s Degree or Military Experience
- At least three years of experience in an operations role
- At least three years of people management experience
- At least five years of experience in an operations role
- At least five years of people management experience
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
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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).