Hybrid - Senior Manager, Operations Servicing Strategy

at  Capital One

West Creek 8 (12080), United States of America, Richmond, Virginia
Hybrid - Senior Manager, Operations Servicing Strategy
As a Senior Manager, Operations Servicing Strategy, 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.

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 and project management
Technical and Strategic- While you may not be a hard-core coder, you should have a solid understanding of the business trade-offs and how to get the most out of our technology. Further, you will be diving into problems with the Business Analysts, Ops leaders and Tech teams and they will think of you as an “honorary member of the guild” because you can speak their language
Curiosity- You ask why, you explore, and you’re not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones
Do-er- you have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results
Communicator- 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- You’re Not scared of numbers; instead you believe they help illuminate the truth
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 3 years of experience in People Management
• At least 3 years of experience in Strategic planning
• At least 3 years of Process, Project or Program Management experience in an operations environment

PREFERRED QUALIFICATIONS:

• Scaled Agile, Lean, or PMP certification
• 4+ years of experience directing large scale process transformations or projects
• 4+ years of experience in People Management