Manager, Operations Servicing Strategy: Fraud Disputes Operations

Capital One
Richmond, Virginia
Apr 15, 2021
May 14, 2021
Full Time
West Creek 1 (12071), United States of America, Richmond, Virginia

Manager, Operations Servicing Strategy: Fraud Disputes Operations

Manager, Operations Servicing Strategy: Fraud Disputes Operations (Partner and Product Onboarding)

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 our customers. 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 with a heavy focus on new partner and product integrations.

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
  • Outline high level strategy for the planning of the Partner and Product Integrations
  • Create Intent Statements specific to footprint & Ops readiness

  • 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
  • Defining of Operations Disputes language in schedule agreements and engaging in SLA Negotiations

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

What skills you need to bring to the table:

Leadership- Influencing, challenging and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management

Technical and Strategic- While you may not be a hard-core coder, you should have a solid understanding of the business trade-offs and how to get the most out of our technology. Further, you will be diving into problems with the Business Analysts, Ops leaders and Tech teams and they will think of you as an "honorary member of the guild" because you can speak their language .

Curiosity- You ask why, you explore, and you're not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones

Do-er- you have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results

Communicator- You have the ability to manage third party relationships in a way that demonstrates understanding of their needs and are able to have difficult conversations. You can communicate and partner with your team and key stakeholders across all levels of the company, LOBs, and partners to manage, inform and influence outcomes. They know your priorities and why you are doing what you are doing

Analytical- You're Not scared of numbers; instead you believe they help illuminate the truth

Customer-Centric- You lead with human centered design as the basis for decision making and influencing outcomes

Basic Qualifications:

• Bachelors Degree or military experience

• At least 3 years of Project Management experience in an operations environment OR at least3 years of Program Management experience in an operations environment

• At least 3 years of experience in People Management

• At least 3 years of experience directing process migrations or integrations resultant of business mergers or company acquisitions

• At least 3 years of experience in Strategic Planning

• Process or Project Management certification (Business Process Management, Scaled Agile, Lean, or Project Management Professional)

Preferred Qualifications:

• Masters Degree in Industrial engineering, Process engineering, Process management, Systems engineering, Management, Business or Business Administration (MBA)

• At least 3 years of experience leading and performing contract negotiations

• At least 5 years of experience leading and delivering complex business or tech initiatives

• At least 5 years of experience in People Management

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.