West Creek 8 (12080), United States of America, Richmond, VirginiaHybrid - Director, Operations Servicing StrategyCapital One’s Servicing Back Office delivers for customers who have complex requests and processes Credit Bureau Disputes. Delivering a great customer experience and resilient financial performance requires clear policies, great technology, and flawless operational execution. In this role you will partner with upstream intent owners and product teams to harness data and technology to maximize efficiency while delivering a brand defining customer experience.Specific responsibilities:
Drive transformational improvements for Agents and Customers through initiatives that cross the Card Servicing Back Office
Lead the development of strategic roadmaps to harness platform capabilities for a global operational workforce
Identify and prioritize Generative AI use cases for Card Back Office Teams
Manage a risk and well managed team for the Card Servicing Back Office
Demonstrate leadership at scale by leading a team of 50 associates in multiple job families including process, project, and risk management
Required Skills: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 managementTech Fluency: The role does not require technical skills (e.g. coding) but you need to understand how to harness evolving technology to drive business outcomes. Further, you will be diving into problems with Business Analysts, Operations, and Tech teams and the ability to speak their language is critical to collaboration and consensus buildingCuriosity: 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 onesResults Focus: You have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and believe in iterative delivery with a focus on resultsCommunication: 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 doingAnalytical: You're not scared of numbers; instead, you believe they help illuminate the truthCustomer-Centric: You lead with human centered design as the basis for decision making and influencing outcomesLocation: This role is hybrid, where you will be expected to spend about half of your working time in the office and half working virtually.Basic Qualifications:
High School Diploma, GED or Equivalent Certification
At least 5 years delivering transformational initiatives
At least 5 years of experience in People Management
At least 5 years of experience directing process transformations or projects
At least 5 years of experience in Strategic planning
Preferred Qualifications:
Bachelor's Degree
PMP, Lean, Agile or Six Sigma certification
6+ years of experience directing process transformations or projects
6+ years of experience in People Management
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 the Capital One Careers website (https://www.capitalonecareers.com/benefits) . 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.comCapital 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).
