Sr. Operations Manager: Customer Resiliency Ops Support

Employer
Capital One
Location
Richmond, Virginia
Posted
Nov 18, 2021
Closes
Dec 17, 2021
Ref
R126049
Function
Finance
Hours
Full Time
West Creek 2 (12072), United States of America, Richmond, Virginia

Sr. Operations Manager: Customer Resiliency Ops Support

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!

The Sr Department Operations Manager will lead an operations team that is dedicated to our mission to help customers with solutions that enable them to resolve debt and begin rebuilding credit. This role will be focused on teams handling Recovery servicing and works in close partnership with our business and product teams to deliver industry leading customer experiences. As Capital One continues to develop and deploy innovative solutions to help our customers resolve and to improve their financial health, our Operations leaders play a critical role in influencing servicing capabilities and operationalizing new ideas in support of our strategy.

As a Sr 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. You will lead a call center operation across geographies and partner with intent partners to deploy capabilities that continue You will be responsible for building, implementing, and leading department strategies as well as collaborating with partner teams to deploy new servicing capabilities.

Responsibilities:
  • Lead a substantial, internal call center operation consisting of multiple business units
  • Partner with suppliers to drive performance and enable new or improved functionality
  • Build, implement and lead department strategies
  • Manage customer contact center operations
  • Coach, develop, mentor direct reports
  • Lead and manage projects and initiatives


Basic Qualifications:
  • High School Diploma, GED or Equivalent Certification
  • At least 5 years of experience in Call Center Operations
  • At least 5 years of experience in People Management


Preferred Qualifications:
  • Bachelors Degree in Business, Organizational Behavior, Process Management, Human Resources or Mathematics
  • At least 7 years of experience in Call Center Operations
  • At least 7 years of experience in People Management


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

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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

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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).