Director, Operations Servicing Strategy: Fraud & Disputes

Capital One
Richmond, Virginia
Aug 06, 2022
Sep 05, 2022
Full Time
West Creek 2 (12072), United States of America, Richmond, Virginia

Director, Operations Servicing Strategy: Fraud & Disputes

As a Director in Card Servicing Strategy, you will be part of a smart, talented team responsible for transforming the customer and agent servicing experiences. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business 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.

This Operations Servicing Strategy role will be responsiblefor developing and improving customer service experiences, redesigning operational processes for Fraud and Disputes Operations. This role will be responsible for partnering with Card segment leaders, non Core businesses, and Fraud and Disputes Strategy and Analysis, to create differentiated fraud and disputes customer services that can scale in a well managed way. You will collaborate with multiple teams to streamline customer service, incorporate user feedback, and reduce costs. You will lead teams that provide horizontal services for Fraud and Disputes Operations including well managed, audit readiness, portfolio management, reporting and insights. In this role, you will serve as a critical partner of the Fraud and Disputes strategy team, and their objectives to run a highly successful fraud reduction strategy. Your responsibilities include chief of staff functions for FDO, developing and managing a communications plan, that inspires associates. You will help influence by elevating the voice of customers and associates.

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
  • Setting the priorities for strategic programs initiatives partnering with project and product teams, to integrate the customer and agent design to develop processes that track progress, identify and address issues
  • Partnering with Fraud teams and Channels teams to assess and shape high impact transformation initiatives

  • Providing direction on the overarching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design for differentiated services
  • Creating insights for FDO leaders and partners to improve customer services
  • 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 focuses 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
  • Overseeing 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
  • Partnering with other horizontal teams to improve services, mitigate risk

Providing Operational Excellence
  • Provide insights and transform services that help FDO prevent risks, shape and manage change
  • 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
  • Distilling big picture intent into tactical requirements and implementation plan and executing process efficiency
  • Intimately understanding the heart of specific operations and represent the voice of that operation to your business partners

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

Basic Qualifications:
  • Bachelor's Degree or military experience
  • At least 5 years of People Management experience
  • At least 5 years or experience in Process Management experience OR at least 5 years of experience in Project Management or at least 5 years of experience in Product Management

Preferred Qualifications:
  • Masters Degree in Industrial Engineering, Process Engineering, Process Management, Systems Engineering, Management, Business or Business Administration (MBA)
  • Process or Project Management certification (i.e. Scaled Agile, Lean, PMP)
  • At least 7 years of Process Management experience
  • At least 7 years of Project Management experience
  • At least 7 years of People Management experience
  • At least 3 years of experience in Strategic Planning

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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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).

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