Senior Director, Operations (Card Servicing) (Hybrid)

Capital One
Richmond, Virginia, United States
May 14, 2023
Jun 13, 2023
Full Time
West Creek 8 (12080), United States of America, Richmond, Virginia

Senior Director, Operations (Card Servicing) (Hybrid)

Capital One, a Fortune 500 company and one of the nation's top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our mission is to create one of the nation's great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company - and a great place to work.

The Senior Director, Operations (Card Servicing) will lead a large, complex operations team supporting Capital One's credit card portfolio. This leader will be tasked with transforming the Servicing organization to deliver and optimize future state customer experiences, advance critical metrics and OKRs/KPIs, redesign organizational structures and operating models and deliver cost efficiencies. They will deliver superior operating results and innovation while ensuring compliance with regulatory, legal, and other statutory requirements and an intentional focus on Diversity, Inclusion and Belonging across their team.

  • Lead a large, complex Servicing organization of roughly 2,000 internal associates that delivers world-class customer experiences
  • Accountable for a 6,000 associate servicing organization including international and supplier-based agents
  • In partnership with the US Card Line of Business and Servicing Strategy leaders, effectively influence the vision and strategy for our agent servicing experiences with a relentless focus on future state and operational excellence
  • Be an exceptional, values-based people leader who elevates others and puts the customer and associate at the center of everything
  • Understand how to advocate for and leverage technology and data to think differently about how we operate
  • Work seamlessly across cross-functional teams in a matrixed environment
  • Innovate and redesign Servicing experiences for Capital One's credit card customers to optimize effectiveness & efficiency, build loyalty and deepen relationships with our customers
  • Lead cross-functional, multi-disciplined teams in designing and launching strategic initiatives
  • With an eye towards future/destination state, ensure that key operational and customer performance targets are met
  • Influence infrastructure and management controls - including metrics, quality assurance, capacity planning, compliance and regulatory adherence and ensure a Well-Managed operation
  • Model inspirational and inclusive leadership for the organization to inspire and empower associates, and serve as the culture leader for multiple communities
  • Proactively attract, retain and develop top talent and create a diverse and inclusive environment for all
  • Influence customer- and associate-facing policies and procedures to best meet their needs

An Ideal Candidate Will:
  • Exhibit the ability to transform an operation and be constructively disruptive
  • Be a fully integrated thinker when problem solving - considers and cares for up and downstream impacts
  • Be a bold leader who is intellectually rigorous and successful in influencing a broad group of stakeholders
  • Exhibit the ability to synthesize complex and broad-ranging information to tell a compelling story
  • Demonstrate the ability to work effectively in a matrixed team environment, highly collaborative and inclusive working style
  • D emonstrate a proven ability to build and create "best in class" service delivery

Location: This role is hybrid, where you may be expected to be in the office for certain aspects of the role.

Basic Qualifications:
  • Bachelor's degree or military experience
  • At least 5 years of experience managing large-scale projects and initiatives in an operations environment
  • At least 5 years of experience leading a customer facing operation
  • At least 5 years of experience in operations, call center, and in a customer service leadership role
  • At least 5 years of experience in developing scalable servicing platforms to accommodate all consumer types

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).