Manager, Operations Servicing Strategy: CR Ops Support
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 deliver breakthrough 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 execution of 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 project and 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
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
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 ongoing basis
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
Skills & Experience:
Strong consulting, influencing, and collaboration skills
Intellectual curiosity that helps ask why, explore, and fearlessly share new ideas. Solving complex problems is what drives you and you like taking on new ones
A strong bias towards action, trying things and sometimes failing. You work in scaled agile frameworks and have iterative delivery with a focus on results
Human centered design as the basis for decision making and influencing outcomes
Forge relationships with key stakeholders to ensure delivery of commitments
Identify ways to improve and streamline business process
Demonstrate outstanding communication and partnership skills which are essential for interacting and communicating with key stakeholders across all levels to manage, inform and influence outcomes
Demonstrate organizational agility to adapt to changing demands
Analytical mindset that leverages data to help tell the story and illuminate the truth
Influence, challenge, and enable associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management
• Bachelors Degree or military experience
• At least 3 years of experience in People Management
• At least 3 years of experience in Strategic Planning
• At least 3 years of Project Management experience in an operations environment OR at least 3 years of Program Management experience in an operations environment
• Masters Degree in Industrial engineering, Process engineering, Process management, Systems engineering, Management, Business or Business Administration (MBA)
• Process or Project Management certification such as Scaled Agile, Lean, or Project Management Professional
• At least 5 years of experience leading large scale process transformations or projects
• At least 5 years of experience in People Management
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.