Sr. Department Operations Manager

Capital One
Richmond, Virginia
May 14, 2022
Jun 13, 2022
Full Time
Locations: VA - Richmond, United States of America, Richmond, Virginia

Sr. Department Operations Manager

The Senior Department Manager of QMO (Quality Management Operations) Operations leads the fast paced QMO operation and serves as an integral voice of quality for US Card. QMO is a dynamic team of associates focused on flawlessly delivering on critical evaluations to provide quality feedback and insights to our partners. The vital output of the quality management processes helps improve business efficiency, enhance customer experience and drive key results across US Card.

As the QMO leader, you will lead a large production team, manage key quality processes, be a champion for continuous improvement, and collaborate with smart and passionate leaders to influence results that have a direct impact on the company's bottom line. You will establish QMO as the quality center of excellence for our Card organization. You will monitor data trends to measure effectiveness and install necessary benchmarks or thresholds to ensure data integrity. You will educate and gain buy-in from key stakeholders concerning the utilization of the quality process to ensure appropriate execution each and every time. You will understand the health of our performance and creatively problem solve and pivot the team's efforts as needed, especially when hit with new and unique intent. Most importantly, you will care for and lead the talented associates that deliver this work. We are seeking devoted people leader skilled in building and environment and culture that is motivational and inspirational while providing the necessary leadership to drive excellence in performance.

QMO is seeking a dedicated, disciplined operations leader who excels in a team environment and has a passion for customer experience and quality. The Senior Manager, QMO Operations, leads both the production and the supporting business processes for US Card Quality Management. This individual will have demonstrated that they can improve company processes in the past, resulting in saving time and resources and better outcomes for the company. This individual must be able to effectively communicate and influence partners across the company and across multiple levels of the organization. Strong relationship skills, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role. This individual must display strong leadership skills and be able to drive and motivate a team in delivering including production and flawless execution of process improvement projects. This individual will lead QMO including operational excellence, process optimization, stakeholder management, and the relationship with the partners who support and/or are impacted by our work.

General Responsibilities:
  • Ensuring execution and fulfillment of quality monitoring production operation
  • Managing and leading a high performing team of associates who lead production, analysis, project and process management workstreams
  • Creating and validating processes and strategies to drive excellence in operational execution
  • Designing and producing metrics used to measure efficiency and effectiveness
  • Driving process improvements aligned with desired customer outcomes
  • Providing subject matter expertise on quality intent when representing QMO in projects and other meetings
  • Coach, develop, mentor direct reports
  • Lead and manage special projects and initiatives as needed

Basic Qualifications:
  • High School Diploma, GED or Equivalent Certification
  • At least 3 years of experience in Call Center Operations
  • At least 3 years of experience in People Management

Preferred Qualifications:
  • Bachelors Degree in Business, Organizational Behavior, Process Management, Human Resources or Mathematics
  • 2 years in Project or Process Management
  • FDCPA certification
  • 5 years of experience in Call Center Operations
  • 5 years of experience in People Management

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

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.

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