Help Me Catch Up manages contact strategy and collections for customers who are delinquent on their auto finance obligations, primarily by 1 or 2 payments. As the Director of Operations for Help Me Catch Up, you will be accountable for approximately 700 front line agents across 6 global sites, including both internal Capital One Associates and Outsourced Vendors. You will be required to apply your strategic, process, and operational skillset to ensure an efficiently run operation that optimizes for customer experience, associate experience and business outcomes. You’ll team up with world-class professionals to develop and execute strategies to help customers get current and ultimately keep them in their cars.
The ideal candidate will have operations and process experience, be a great integrative problem solver, and have the ability to influence senior leaders and a diverse set of stakeholders. You will be asked to deliver strong operating results and innovation while ensuring compliance with regulatory, legal, and other statutory requirements. This is a collaborative environment with regular interactions with the Loss Mitigation and Loan Servicing leadership team. You will be encouraged to take on new responsibilities, continuously learn and develop, and explore innovation.
Deliver flawless execution, meeting key operational, business and customer performance targets (Customer Satisfaction, Associate Engagement, Service Levels, Dollars Collected).
Manage key vendor relationships and ensure consistent delivery and performance across all sites.
Ensure compliance and regulatory requirements are met.
Influence customer facing policies and procedures to best meet the needs of our customers and associates
Partner with cross functional leaders to develop and implement systems, processes and personnel to improve operational excellence and customer experiences
Contribute to the proper infrastructure and management controls - including metrics, quality assurance, and capacity planning
Be a beacon for operations talent and drive innovation in process excellence; Model and ensure People Leaders are exemplifying the enterprise leadership expectations with ability to inspire and empower our associates to do their best work while creating an inclusive environment for all associates.
Strategic leadership: Develop business strategies that will drive success for Capital One in the face of shifting consumer and regulatory demands
Execution: Manage to SLA and sequence delivery of business intent. Oversee multiple projects and programs concurrently
Change Management: Lead design roll-out of new products and solutions
Vendor Management: Work closely with third party vendors to ensure network optimization. Optimize the value capture of the supplier relationship.
Ideal Candidate Will Demonstrate:
Strong business judgment, leadership and integrity: They should be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible approach to business
Solid people leadership experience: Ability to build and leverage the capabilities of a high-performing team, as well as business partners across the enterprise. They should foster innovation, drive critical decisions, hold business partners accountable, and be able to consistently deliver results
Strong executive communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills
Clear results orientation: display an intense focus on achieving both short and long term goals. They should be able to drive and execute an agenda in an uncertain and fluid environment
Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment. Previous consulting experience is a plus
At least 8 years of Financial Services experience OR at least 8 years of Customer Service experience
At least 5 years of Process Management experience OR at least 5 years of Project Management experience
Process or Project Management Certifications- Lean, Agile, Six Sigma
10+ years of experience in consumer technology (software/online/mobile), financial services or a consumer facing industry
8+ years of experience in operations, call center or customer service leadership role
8+ years of experience in developing scalable servicing platforms to accommodate all consumer types
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.
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).
Who We Are
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.