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R197253 Posted 09/16/2024

Manager, Operations Servicing Strategy, FDO Network Servicing Design (Hybrid)

Richmond, Virginia | McLean, Virginia
  • Category Customer Care
  • Experience Manager
  • Primary Address Richmond, Virginia

Overview

West Creek 8 (12080), United States of America, Richmond, Virginia

Manager, Operations Servicing Strategy, FDO Network Servicing Design (Hybrid)

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. 

FDO Network Servicing Design is a high-profile team focused on delivering seamless customer experiences through a nimble and efficient servicing design. We deliver transformational operations servicing solutions across the fraud & disputes end to end experience, enabling first touch resolution with high quality. This team identifies and solves opportunities across a broad team setting, working closely with senior leaders across Customer Channels to improve our agent and customer experiences.

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 

Influencing 

  • 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 

Leading Horizontally 

  • 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 

What skills you need to bring to the table:  

Leadership-Influencing, challenging and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management 

Technical and Strategic- While you may not be a hard-core coder, you should have a solid understanding of the business trade-offs and how to get the most out of our technology. Further, you will be diving into problems with the Business Analysts, Ops leaders and Tech teams and they will think of you as an “honorary member of the guild” because you can speak their language 

Curiosity-You ask why, you explore, and you’re not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones  

Do-er-you have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results  

Communicator- You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform and influence outcomes. They know your priorities and why you are doing what you are doing 

Analytical- You're Not scared of numbers; instead you believe they help illuminate the truth

Customer-Centric-You lead with human centered design as the basis for decision making and influencing outcomes

Location: This role is hybrid, where you will be expected to spend about half of your working time in office and half working virtually.

We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the qualificationsto apply for this role.

Basic Qualifications: 

High School Diploma, GED or equivalent certification

• At least 3 years of experience in People Management 

• At least 3 years of experience directing process transformations or projects  

• At least 3 years of experience in Strategic planning 

• At least 3 years of Process OR Project Management experience in an operations environment, OR at least 3 years of Program Management experience in an operations environment

Preferred Qualifications:  

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 least 3 years of experience working with external partners or supplier management

• At least 3 years of experience designing customer and associates' experiences in an omni-channel environment

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

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 (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).

Hiring Process
Stories
Benefits
Career Journey

How We Hire

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  • Step 1 Apply

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  • Step 2 Screen and Schedule

    If your application is a good match you’ll hear from one of our recruiters to set up a screening interview.

  • Step 3 Interview(s)

    Now’s your chance to learn about the job, show us who you are, share why you would be a great addition to the team and determine if Capital One is the place for you.

  • Step 4 Decision

    The team will discuss — if it’s a good fit for us and you, we’ll make it official!

How to Pick the Perfect Career Opportunity

Overwhelmed by a tough career choice? Read these tips from Devon Rollins, Senior Director of Cyber Intelligence, to help you accept the right offer with confidence.

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Our benefits and total compensation package is designed for the whole person. Caring for both you and your family.

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Career Journey

Here’s how the team fits together. We’re big on growth and knowing who and how coworkers can best support you.

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A possible career journey at Capital One:

  1. Coordinator
  2. Senior Coordinator
  3. Principal Coordinator
  4. Associate
  5. Senior Associate
  6. Principal Associate
  7. Manager
  8. Senior Manager
  9. Director
  10. Senior Director
  11. VP
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