Business Manager - Retail Bank Contact Center

Glen Allen, VA
Apr 06, 2021
Apr 09, 2021
Full Time
Knolls 4 (12021), United States of America, Glen Allen, VirginiaBusiness Manager - Retail Bank Contact Center Summary: At the Retail Bank Contact Center, we are focused on helping our customers stress less by building a resilient contact center, devising 'just-right' customer experiences, and adapting to the expanded needs of our customers fueled by the bank's broader growth agenda. The Strategy & Analytics (S) team is at the heart of designing and executing strategies to bring the organization's vision and priorities to life. The team drives opportunities to enhance customer experience while also improving business efficiency and delivering on our financial commitments. The S team is looking for a Business Manager to lead an area of focus within the team. As a Business Manager on this team you will help streamline the contact center by leading a wide range of initiatives related to redesigning our customer segmentation, driving call reduction, refining the footprint strategy, and simplification of our servicing platforms. In this position, you will work in a fast-paced and entrepreneurial environment where you will be handling multiple concurrent projects while working independently and within teams. You will be part of a highly collaborative environment that values your insight, encourages you to take on new responsibilities, promotes continuous learning, and rewards innovation. An ideal candidate will possess strong problem solving and conceptual thinking abilities in addition to communication, interpersonal, and leadership skills. General Responsibilities : Strategic leadership: Develop business strategies that will drive growth, profitability, and competitive success for Capital One in the face of shifting consumer and regulatory demands Leadership: May manage and develop 1-2 analysts. Coaching and mentoring associates with a goal of developing and retaining talent at Capital One Product: Develop and implement new product and pricing strategies for various lending products; lead product level modeling/analytics Marketing: Lead direct-to-consumer marketing efforts for select products, and strategic intent for products distributed through the retail channel. Build targeted insights to inform the design and development of new customer experiences, as well as breakthrough technology and concepts designed to deliver on new go-to-market strategies Credit Risk: Drive step-change improvements in credit performance by connecting drivers of future consumer credit trends to historical behavior, creating risk models, and testing hypotheses using rigorous monitoring and analysis Execution: Manage and sequence delivery of business intent, build business requirements and execute against the product strategy. Oversee multiple projects and programs concurrently Partnership: Work closely with colleagues across Capital One including: IT, Sales, Operations, Finance and others to drive improvement in quality, volume, service, and profitability Strategic & analytic orientation: A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation, given that a large part of the business is based on rigorous analytic marketing & credit risk management Strong business judgment, leadership and integrity: He/she should be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible approach to business Solid people leadership experience: Ability to build and leverage the capabilities of a high-performing team, as well as business partners across the enterprise. He/she should foster innovation, drive critical decisions, hold business partners accountable, and be able to consistently deliver results Strong executive communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills Clear results orientation: display an intense focus on achieving both short and long term goals. He/she should be able to drive and execute an agenda in an uncertain and fluid environment Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment. Previous consulting experience is a plus Basic Qualifications: Bachelor's Degree At least 2 years of experience in analysis Preferred Qualifications: Master's Degree in Business or quantitative field such as Finance, Economics, Physical Sciences, Math, Statistics, Engineering 5+ years of experience in analysis 2+ years of experience in financial services 1+ year of experience in consulting 2+ years of experience in people managementCapital One will consider sponsoring a new qualified applicant for employment authorization for this position.