Senior Manager, Debit Complaints & Merchant Services

at  Capital One

West Creek 7 (12077), United States of America, Richmond, Virginia
Senior Manager, Debit Complaints & Merchant Services
The Enterprise Payments (EP) Debit Operations team is seeking a dynamic Senior Manager to lead the Debit Complaints & Merchant Services function at Capital One. The team sits within the Retail Bank line of business and is tasked with developing oversight of end-to-end payments strategy, operations, and risk management for Debit payment types. We establish accountabilities across the Debit payments ecosystem, serve as an advisor for stakeholders, and monitor Debit payment risks and controls end-to-end across the Debit framework.
As a Senior Manager, you will help design and lead critical strategic management and monitoring across Debit payment rails. In this role, you will work closely with key Debit payments stakeholders to deliver results that will have a direct impact on how Capital One enhances Debit strategies. Further, you will be instrumental in helping us drive our well-managed agenda and will ensure that we are well-positioned to support a growing and more sophisticated Debit organization. You will also be at the forefront in helping us reimagine how we can leverage technology to enforce strategic initiatives while reducing risk and improving associate and customer experiences.
The Senior Manager will lead a dynamic team to develop and maintain strategic insights and key processes for Debit Complaints & Merchant Services. You will be responsible for overseeing the detailed analysis of Debit complaints related issues and events across Capital One, escalate major risks and issues to Senior Management and oversee resolution. You will connect with Debit partners across the ecosystem: Advisors, Operations teams and Initiation teams to build and manage routines monitoring risks, events, controls, key operational metrics and all other necessary information to lead insight producing discussions with Senior Management.

BASIC QUALIFICATIONS:

• Bachelor’s Degree or Military Experience
• At least 3 years of experience in people management
• At least 3 years of experience in project management
• At least 3 years of experience in relationship management

PREFERRED QUALIFICATIONS:

• Master’s Degree
• 5+ years of experience working with multiples payment types
• 5+ years of experience in risk, compliance or audit
• 5+ years of experience in project management

• You will affect results by maneuvering through appropriate formal and informal organization channels, influencing across all levels of the organization
• Develop strategy and processes for end-to-end EP Debit payments governance
• Partner with stakeholders to produce weekly, monthly, quarterly and annual reports
• Identify ways to improve and streamline current monitoring processes
• Ensure Debit complaints, payments issues and events are identified and documented appropriately while knowing when to escalate major risks and events to Senior Management
• Analyze reporting to identify themes and trends across the organization
• Leverage problem solving and influencing skills to ensure cross collaboration with stakeholders while developing resolution strategies for Debit related issues and events
• Successful track record of leading a dynamic team with DIB at the helm