Director, Operations Servicing Strategy

1 month ago

Charleston, West Virginia, United States Capital One Full time
West Creek , United States of America, Richmond, Virginia

Director, Operations Servicing Strategy - Horizontal Services (Hybrid)

Capital One's Horizontal Servicing OSS (Operations Servicing Strategy) Team focuses on delivering efficiency and scale solutions across our servicing footprint. 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.

Specific responsibilities:
The ability to identify and drive transformation improvements across our US Card servicing footprint.Lead the development of strategic roadmaps to harness platform capabilities for a global operational workforceDemonstrate leadership by leading a team of ~10 associates across multiple job families including process and OSS.Work with analyst and product teams to leverage data and technology to improve the tools our agents use to service customersStrengthen the analytical and critical thinking skills of a team to unlock the solutions that will transform Channels

What skills you need to bring to the table:

Leadership: Influencing, challenging, and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction

Tech Fluency: The role does not require technical skills (e.g. coding) but you need to understand how to harness evolving technology to drive business outcomes. Further, you will be diving into problems with Business Analysts, Operations, and Tech teams and the ability to speak their language is critical to collaboration and consensus building

Curiosity: You have a curiosity to challenge the way things work and are capable of thinking outside of the box to develop and advocate for transformative solutions.

Results Focus: You have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and believe in iterative delivery with a focus on results

Communication: You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform, and influence outcomes. They know your priorities and why you are doing what you are doing.

Analytical: Ability to access and leverage data to build compelling stories of where the leverage is and what investments will deliver the best outcome for our customers and stakeholders.

Customer-Centric: You lead with human centered design as the basis for decision making and influencing outcomes

Location: This role is hybrid, where you will be expected to spend about half of your working time in the office and half 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 CertificationAt least 5 years of experience delivering transformational initiativesAt least 5 years of experience in People ManagementAt least 5 years of experience directing process transformations or projectsAt least 5 years of experience in Strategic planning

Preferred Qualifications:
Bachelor's DegreePMP, Lean, Agile or Six Sigma certification6+ years of experience directing process transformations or projects6+ years of experience in People Management

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

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 . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

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 (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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 ; 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 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

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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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