Knolls 3 (12038), United States of America, Glen Allen, Virginia

Department Operations Manager: Specialty Operations

An Operations Department Manager will lead an operations team which delivers back-office servicing support to Capital One's credit card portfolio. As Capital One drives the continual improvement of a customer experience across all of its businesses, these important segments tend to be the centers of service innovation; focal points for investment and strategic deployment. This leader will be responsible to deliver customer satisfaction, create innovative customer experiences, deliver cost effectiveness, and drive operational simplifications as part of Specialty Operations. Importantly, he/she will deliver strong operating results and innovation while ensuring compliance with regulatory, legal, and other statutory requirements.

Capital One believes that associate engagement, company culture, coaching, and a strongly supportive work environment are essential ingredients to providing legendary service to customers. This is because of the direct connection between operating culture and the ability of that culture to create an environment where high touch customer service thrives - everyday. As such, the successful candidate will be enlightened leader of large teams with excellent skills in communication, cultural stewardship, employee engagement and an ability to inspire people. Are you a dynamic, analytical leader who is passionate about delivering top-notch customer experience while cultivating a high-performing group? If you are a strong integrative thinker, creative problem solver and possess strong interpersonal and relationship-building skills, then this is the job for you! As a Department Operations Manager you will lead day-to-day activities of a high visibility multi-function, multi-team operation. You will translate data into a story that will help drive the team towards achieving individual, team and business metrics.

Responsibilities:

• Provide day-to-day management to a service organization that delivers excellent customer experiences. Lead, motivate, and inspire internal associates and people leaders.
  
• In partnership with the Servicing Strategy leaders, help to influence the vision and strategy for our agent servicing experiences using an operational lens.
  
• Manage and coach a strong team of experienced operational leaders whose main focus is on operational excellence and caring for our associates.
  
• Ensure servicing experiences for Capital One's credit card customers is continually performing effectively and efficiently, building loyalty and deepening relationships with our customers.
  
• Help influence customer facing policies and procedures to best meet the needs of our customers and associates.
  
• Partner with analysts, technology, and digital leaders to develop and implement plans for the operational infrastructure of systems, processes and personnel to drive advances for operational excellence and improved customer experiences.
  
• Ensure key operational and customer performance targets are met (Customer Satisfaction, Associate Engagement, Net Promoter Score, Service Levels).
  
• Lead a team of people leaders in launching initiatives.
  
• Ensure compliance and regulatory requirements are met.
  
• Contribute to the proper infrastructure and management controls - including metrics, quality assurance, and capacity planning; drive innovation in process of excellence; a beacon for operations talent.
  
• Model and ensure Operations Leaders are exemplifying the enterprise leadership expectations with ability to inspire and empower our associates to do their best work while creating an inclusive environment for all associates.
  

Basic Qualifications:
• High School Diploma, GED or Equivalent Certification

• At least 2 years of Operational Management Experience
• At least 2 years of experience in People Management
• At least 1 year of experience in Project Management

Preferred Qualifications:
• Bachelors Degree in Business, Economics, Management or some quantitative study
• Six Sigma or Lean Certification
• At least 5 years of experience in People Management
• At least 5 years of experience in a Call Center environment
• At least 2 years of experience in Project Management

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