Senior Manager, Operations Servicing Strategy, Collections And Recoveries Channels (hybrid)

Senior Manager, Operations Servicing Strategy, Collections and Recoveries Channels

As a Senior Manager, Operations Servicing Strategy, Collections and Recoveries Channels, you will be part of a smart, talented team responsible for transforming the customer and agent servicing experiences. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business partners in developing strategic capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stakeholders to ensure the technology and processes deliver breakthrough business results and radically transform customer service. Capital One's Card Collections and Recoveries OSS (Operations Servicing Strategy) Team focuses on delivering human centric experiences that fosters lasting financial resilience for our most vulnerable customers. In this role, you will lead a team focused on identifying areas of operational improvement and delivering solutions against them. This team works closely with our Operations partners to understand areas within our network that are creating friction for our customers and are impeding our ability to provide efficient, accurate customer service. Delivering a great customer experience and resilient financial performance requires clear policies, great technology, and flawless operational execution. In this role you will partner with upstream intent owners and product teams to harness data and technology to maximize efficiency while delivering a brand defining customer experience.

Specific responsibilities:

• Drive transformational improvements for Agents and Customers through initiatives that cross the Collections and Recoveries team
• Development of strategic roadmaps in partnership with leaders across the Collections and Recoveries ecosystem to harness platform capabilities for a global operational workforce
• Demonstrate leadership by leading a diverse team of associates focused on process and project management
• The ability to identify and socialize improvement opportunities to influence priorities across our US Card servicing footprint
• Work with analyst and product teams to leverage data and technology to improve the tools our agents use to service customers
• Strengthen the analytical and critical thinking skills of a team to unlock the solutions that will transform Channels
• Manage a team of ~3 direct reports

On any given day you will be:

• Leading Strategic Direction
• Influencing
• Leading Horizontally
• Providing Operational Excellence

What skills you need to bring to the table:

• Leadership
• Technical and Strategic
• Curiosity
• Do-er
• Communicator
• Analytical
• Customer-Centric

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the qualifications to apply for this role.

Basic Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 5 years of experience in People Leadership
• At least 5 years of experience directing process transformations or projects
• At least 3 years of experience in Strategic planning
• At least 3 years of Process OR Project Management experience in an operations environment, OR at least 3 years of Program Management experience in an operations environment

Preferred Qualifications:

• Six Sigma, Lean, or PMP Certification
• At least 7 years of experience leading process transformations or projects
• At least 7 years of experience in People Leadership
• At least 3 years of experience working with external partners or supplier management
• At least 3 years of experience designing customer and associates' experiences in an omni-channel environment
• At least 6 years of experience delivering transformational initiatives

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

• McLean, VA: $154,600 - $176,400 for Senior Manager, Operations Servicing Strategy
• Richmond, VA: $140,600 - $160,400 for Senior Manager, Operations Servicing Strategy

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter. This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan. Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website.

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace.