Capital One CR Channels Operations, Department Manager in Richmond, Virginia
Locations: VA - Richmond, United States of America, Richmond, Virginia
CR Channels Operations, Department Manager
Are you a dynamic, analytical leader who is passionate about delivering superior customer experience for a key moment that matters 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 Customer Resiliency Department Operations Manager you will lead day-to-day activities of a dynamic multi-team operation. This team will be responsible for the U.S. Card critical customer experiences associated with servicing and technical support needs.
Lead a team of 175+ call center associates with 3 or more Unit Managers (Senior Associates) / Sr. Unit Managers (Principal Associates) direct reports.
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 frame feedback to drive new customer facing capabilities/technologies
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 and financial budgets.
High School Diploma, GED or equivalent certification
At least 5 years of experience in People Management
At least 1 years of experience in Process Management
Bachelor's Degree or Military experience
Lean, Agile, Six Sigma, Business Process Management, or Project management certification
At least 7 years of experience in People Management
At least 2 years of experience leading customer facing roles
At least 3 years of experience in 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.
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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).