Department Operations Manager: Commercial Card Servicing

Capital One
Glen Allen, Virginia
Jan 20, 2022
Feb 18, 2022
Full Time
Knolls 1 (12034), United States of America, Glen Allen, Virginia

Department Operations Manager: Commercial Card Servicing

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.

  • Lead two distinct work streams that are primarily responsible for High Value Servicing of Commercial Card clients and Back office support work. Team sizes could vary, but should consist of 4-6 Associate level team members + 4-6 Principle Coordinators.
  • Track and manage metrics, coach and develop associates, oversee quality assurance, and resolve system issues.
  • Ensure processes are documented, projects are prioritized, and business objectives are met.
  • Identify and drive process improvements that improve customer experience, lower costs and ensure highest quality loans.
  • Collaborate with others across multiple departments and lines of business
  • Continuously analyze current business work flows and productivity/efficiency results in order to seek process improvements.
  • Develop strategies in a fast-paced environment where new variables are constantly emerging.
  • Manage staffing
  • Assist in escalations horizontally (TM, Product etc.) with internal and external partners.

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification

• At least 2 years of Call Center Management experience

• At least 2 years of experience in People Management

• At least 1 year of experience in Project or Process 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 Call Center Management
  • At least 5 years of experience in Project or Process 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 . 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

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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).

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