Director, Operations Servicing Strategy

1 week ago

Richmond, United States Capital One Full time

West Creek 8 (12080), 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 workforce
- Demonstrate 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 customers
- Strengthen 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.**

**Basic Qualifications**:

- High School Diploma, GED or Equivalent Certification
- At least 5 years of experience delivering transformational initiatives
- At least 5 years of experience in People Management
- At least 5 years of experience directing process transformations or projects
- At least 5 years of experience in Strategic planning

**Preferred Qualifications**:

- Bachelor's Degree
- PMP, Lean, Agile or Six Sigma certification
- 6+ years of experience directing process transformations or projects
- 6+ 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.

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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