Risk Operational Manager, Quality Assurance Tower Lead
- Employer
- Capital One
- Location
- Richmond, Virginia, United States
- Posted
- Feb 04, 2023
- Closes
- Mar 05, 2023
- Ref
- R164006
- Function
- Finance
- Industry
- Financial Services and Banking
- Hours
- Full Time
West Creek 1 (12071), United States of America, Richmond, Virginia
Risk Operational Manager, Quality Assurance Tower Lead
Risk Operational Manager, AQA-Ops Enablement Tower Lead
Role Overview:
As a Manager of Operational Enablement for the Adherence Quality Assurance ( AQA ) team, you will be responsible for driving the strategic enablement agenda for the call center operation responsible for the regulatory call monitoring function for US Card. As part of the Card Risk organization, your focus will be to effectively lead a team of risk associates responsible for ensuring AQA Operations remain on track & inline with quality expectations, helping to manage critical functions including Workflow, Learning & Development, Agent Tools and Platform, and Delivery. In addition to managing day-to-day oversight, you will shape the strategic roadmap for ensuring AQA has the tools it needs to run efficiently, accurately and effectively. In a dynamic and growth minded US Card business, the Ops Enablement team lead will also drive and shape the strategy to ensure AQA is scaled, responsive and resilient. You will work closely with Operational, Process, Product and Tech partners to ensure there is not only "Run the Engine" excellence, but that we have a roadmap to invest in automation, process improvement and innovation.
What is AQA?
Responsibilities:
Basic Qualifications
Preferred Qualifications
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.
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.com
Capital 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).
Risk Operational Manager, Quality Assurance Tower Lead
Risk Operational Manager, AQA-Ops Enablement Tower Lead
Role Overview:
As a Manager of Operational Enablement for the Adherence Quality Assurance ( AQA ) team, you will be responsible for driving the strategic enablement agenda for the call center operation responsible for the regulatory call monitoring function for US Card. As part of the Card Risk organization, your focus will be to effectively lead a team of risk associates responsible for ensuring AQA Operations remain on track & inline with quality expectations, helping to manage critical functions including Workflow, Learning & Development, Agent Tools and Platform, and Delivery. In addition to managing day-to-day oversight, you will shape the strategic roadmap for ensuring AQA has the tools it needs to run efficiently, accurately and effectively. In a dynamic and growth minded US Card business, the Ops Enablement team lead will also drive and shape the strategy to ensure AQA is scaled, responsive and resilient. You will work closely with Operational, Process, Product and Tech partners to ensure there is not only "Run the Engine" excellence, but that we have a roadmap to invest in automation, process improvement and innovation.
What is AQA?
- Vision : Ensure Capital One's agent servicing experiences are ones customers can trust
- Mission : Protect US Card customers & business with the highest leverage lens into the regulatory adherence of their key interactions
- 2023 Objectives:
- Fully enabled operation with the tools it needs to drive insights to the business effectively & efficiently
- Scaled & Responsive operating environment ensuring we can support growth & innovation in US Card
- Best in class controls that blend innovation & well managed excellence
- Build on a culture that values and cultivates its associates to achieve personal/professional growth
- Fully enabled operation with the tools it needs to drive insights to the business effectively & efficiently
Responsibilities:
- Establish a strategic vision for the AQA Ops Enablement team
- Lead a team of associates who are aimed at "Run-the-engine" activities and shaping a process improvement agenda, as well as at "Intent Development" activities and shaping delivery
- Lead development of operational process improvement opportunities with differential leverage, and an eye towards innovation and automation
- Manage a strategic backlog, ensuring ongoing transparency and prioritization of efforts both with external clients and partners but also internal DA and Operational development resources
- Ensure visibility and transparency to internal and external stakeholders to the status of Enablement initiatives, including development & ongoing prioritization discussions
- Shape and develop a long term strategic roadmap with a differential eye towards innovation and partnership with emerging technology and platform capabilities (both at Capital One and industry wide)
- Participate as part of dynamic AQA leadership team, helping to drive outcomes not only for Ops Enablement, but the wider operational organization
Basic Qualifications
- Bachelor's degree
- At least 1 year of experience in People Management
- At least 1 year of experience in Operations
- At least 1 year of experience in Project or Process Management
Preferred Qualifications
- Masters Degree
- Project Management certification or PMP certification
- 1+ years of experience in product or agile development
- 2+ years of experience in Risk Management
- 3+ years of experience in Operations
- 3+ years of experience in project or process management
- 3+ 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 . 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.
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.com
Capital 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).