Manager, Operations Servicing Strategy: Fraud & Disputes Operations - Segment Servicing Strategy

Capital One
Richmond, Virginia, United States
Feb 04, 2023
Mar 03, 2023
Full Time
Locations: VA - Richmond, United States of America, Richmond, Virginia

Manager, Operations Servicing Strategy: Fraud & Disputes Operations - Segment Servicing Strategy

Manager, Operations Servicing Strategy: Fraud & Disputes Operations - Segment Servicing Strategy

As a Manager, Operations Servicing Strategy, you will be part of a smart, talented team responsible for transforming the infrastructure and creating differentiated fraud and disputes servicing experiences for our Partnerships and Small Business 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.

This position may require limited travel up to 10%

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, scopi ng, design, and delivery


  • 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 presentati ons 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 busi ness 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 requiremen ts / 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 m ake 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 cli ent 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 dir ection 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 t he 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; instea d 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:

• High School Diploma, GED or Equivalent Certification

• At least 3 years of experi ence in People Management

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

• At least 3 years of experience in Strategic planning

Preferred Qualifications:

• Process or Project Management certification (i.e. Scaled Agile, Lean, PMP)

• At least 3 years of experience delivering large scale transformational initiatives

• 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 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 . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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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