Manager, Retail Bank Tier 2 Operations (Hybrid)

Overview

Manager, Retail Bank Tier 2 Operations (Hybrid)

Are you a dynamic, analytical leader who is passionate about delivering top-notch customer experience while cultivating a high-performing group? If you are a strong integrative thinker, creative problem solver and possess strong interpersonal and relationship-building skills, then this is the job for you! As a Department Operations Manager you will lead day-to-day activities of a high visibility multi-function, multi-team operation. You will translate data into a story that will help drive the team towards achieving individual, team and business metrics.

As a Manager in Retail Bank Complaints, you will play a crucial role in leading andmanaging our Tier 2 Complaints team to deliver results across a broad network. Your responsibilities will revolve around overseeing operational performance at scale, driving efficiencies across complaint handling, helping to shape the future design and functions for our agent network, and providing exceptional people leadership to ensure high performing and efficient operations. This position requires a strategic mindset, excellent communication skills, and a proven track record of delivering results in a complex and dynamic environment.

Responsibilities:

• Lead a team of 50 -75 Tier 2 complaints associates with 2 or more Sr. Operation Coaches (Pr. Associates) as direct reports.

•  Track and manage metrics, coach and develop associates, oversee quality assurance, and resolve system issues.

• Ensure processes are documented, projects are prioritized, and business objectives are met.

• Identify and drive process improvements that improve customer experience, lower costs and ensure the highest quality

• Collaborate with others across multiple departments and lines of business.

• Continuously analyze current business work flows and productivity/efficiency results in order to seek process improvements.

• Develop strategies in a fast-paced environment where new variables are constantly emerging.

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 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, Data Analysts 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  

• 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 

Location:This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic Qualifications:

• High School Diploma, GED, or Equivalent Certification

• At least 3 years of experience in People management

• At least 2 years of experience in Operations

• At least 2 years of experience in Process management

Preferred Qualifications:

• Bachelor’s Degree or Military Experience 

• PMP, Lean, Agile or Six Sigma certification

• 5+ years of experience in People management

• 5+ years of experience in Collections or Call Center

• 2+ years of experience in Project management

• 5+ years of experience in Budget management

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $126,700 - $144,600 for Department Operations Manager

Richmond, VA: $115,200 - $131,500 for Department Operations Manager

Wilmington, DE: $115,200 - $131,500 for Department Operations Manager

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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 (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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

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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).