Manager, Operations Servicing Strategy: Fraud & Disputes Operations - Premium and Emerging Product S

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 - Premium and Emerging Product Servicing

Manager, Operations Servicing Strategy: Fraud & Disputes Operations - Premium and Emerging Product Servicing

As a Manager, Operations Servicing Strategy, you will be part of a smart, talented team responsible for transforming the infrastructure and customer service experience for the emerging US Card Premium and Emerging Product Servicingas well as non-traditional products. 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 5%

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, scoping, 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 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 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 requirements / 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 make 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 client stakeholder groups

Skills & Experience:
  • Strong consulting, influencing, and collaboration skills
  • Intellectual curiosity that helps ask why, explore, and fearlessly share new ideas. Solving complex problems is what drives you and you like taking on new ones
  • A strong bias towards action, trying things and sometimes failing. You work in scaled agile frameworks and have iterative delivery with a focus on results
  • Human centered design as the basis for decision making and influencing outcomes
  • Forge relationships with key stakeholders to ensure delivery of commitments
  • Identify ways to improve and streamline business process
  • Demonstrate outstanding communication and partnership skills which are essential for interacting and communicating with key stakeholders across all levels to manage, inform and influence outcomes
  • Demonstrate organizational agility to adapt to changing demands
  • Analytical mindset that leverages data to help tell the story and illuminate the truth
  • Influence, challenge, and enable associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification
• At least 3 years of experience in Strategic Planning

• At least 3 years of Project Management experience in an operations environment OR at least 3 years of Program Management experience in an operations environment

Preferred Qualifications:

• Process or Project Management certification such as Scaled Agile, Lean, or Project Management Professional

• At least 5 years of experience leading large scale process transformations or projects
• At least 1 year of experience in coding SQL, Snowflake, or Data Management tools

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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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).