Risk Operational Manager, Quality Assurance Tower Lead

Capital One
Richmond, Virginia, United States
Feb 04, 2023
Mar 05, 2023
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?
  • 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

  • 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.

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