West Creek 1 (12071), United States of America, Richmond, Virginia

Sr. Manager, Operations Servicing Strategy- Card Channels Quality Management Operations (QMO)

The Senior Manager, QMO (Quality Management Operations) leads the fast paced QMO operation and serves as an integral voice of quality for US Card. QMO is a dynamic team of process managers focused on flawlessly delivering on critical processes that provide quality feedback and insights to our partners. The vital output of the quality management processes helps improve business efficiency, enhance customer experience and drive key results across US Card.

As the QMO leader, you will lead a large production team, manage key quality processes, be a champion for continuous improvement, and collaborate with smart and passionate leaders to influence results that have a direct impact on the company's bottom line. You will monitor data trends to measure effectiveness and install necessary benchmarks or thresholds to ensure data integrity. You will educate and gain buy-in from key stakeholders concerning the utilization of the quality process to ensure appropriate execution each and every time. You will understand the health of our performance and creatively problem solve and pivot the team's efforts as needed, especially when hit with new and unique intent.

QMO is seeking a dedicated, disciplined process professional / operations leader who excels in a team environment and has a passion for customer experience and quality. The Senior Manager, QMO, leads both the production and intent for US Card Quality Management. This individual will have demonstrated that they can improve company processes in the past, resulting in saving time and resources and better outcomes for the company. This individual must be able to effectively communicate and influence partners across the company and across multiple levels of the organization. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role. This individual must display strong leadership skills and be able to drive and motivate a team in delivering including production and flawless execution of process improvement projects. This individual will lead the QMO organization including intent, strategy, production, horizontal support, analysis, and quality initiatives.

General Responsibilities:

• Ensuring execution and fulfillment of quality monitoring production operation
  
• Managing and leading a high performing team of associates who lead production, analysis, project and process management workstreams
  
• Creating and validating processes and strategies to drive and further quality intent
  
• Designing and producing metrics used to measure efficiency and effectiveness
  
• Driving process improvements aligned with desired customer outcomes
  
• Providing subject matter expertise on quality intent when representing QMO in projects and other meetings
  
• Coach, develop, mentor direct reports
  
• Lead and manage special projects and initiatives as needed
  

Basic Qualifications:

• High School Diploma, GED or equivalent certification
  
• At least 5 years of Process Management experience OR at least 5 years of Project Managementexperience
  
• At least 5 years of People Management experience OR at least 5 years Relationship Management experience
  

Preferred Qualifications:

• Bachelor's Degree or military experience
  
• Process or Project Management Certifications, e.g., Lean, Agile, Six Sigma
  

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