at Capital One Services II, LLC in Wilmington, Delaware, United States
Job ID: R111289
802 Delaware Avenue (18052), United States of America, Wilmington, Delaware
Manager, Process Management- ATM Technical Operations Support
As an ATM Technical Operations Support Manager, you will be responsible for driving our production fleet performance. You will use data as well as partnerships with internal teams and our OEMS to ensure the highest service levels on our fleet of 2100 ATMs. You will alsomanage the delivery and operational integrity of software deployments to the ATM Fleet, ensuring reliability and minimal downtime.
Your role requires being a people leader who can energize a team to provide the same sense of urgency for maintaining a well managed process shop delivering the highest level of ATM performance in the industry. You must always demonstrate a sense of urgency to support Capital One Branches and cafes who depend on ATM as part of their business model.
You will lead and develop your team to improve processes or drive small projects that will improve business performance and move toward our Bank Operations goal to Aspire for Error Free Operations.
Manage a team of Operations Support Technicians and Deployment Specialists.
Lead the delivery of software updates to 2100 ATMs within the established maintenance window with an eye on risk mitigation and minimizing release-related downtime.
Provide continuous feedback and coaching to improve and maintain operational efficiency
Analyzes resource allocation and use of tools and technology to identify opportunities for improvement
Ensure that ATMs are in top working condition and in compliance with enterprise software standards.
Support continuous improvements through people, process and technology enhancements
Engages regularly in a dialogue with subject matter experts to acquire a cross-functional perspective
Develops technical solutions to new or highly complex problems that cannot be solved using existing methods or approaches
Encourages discussions and brainstorming sessions related to the domain from the point of view of sharing information and inviting views
Analyzes current set of metrics and controls to determine effectiveness and identify gaps and uses expertise to improve, develop and produce additional metrics and controls
Manages teams to understand and achieve key performance indicators (KPIs)
Supports identification and mitigation of standard/known risks leading to more stable outcomes
Implement quality control (QC) audits to ensure work is being done accurately and safely.
Able to balance risk versus returns based on the organizational tolerance for risk
Understand and communicate upstream and downstream impacts of variations in the process
Work with Enterprise technical leads to implement action plans for improving technical operations and delivery of software.
Responsible for maintaining the inventory accuracy and deployability of each ATM in the fleet
Accountability for ATM Production performance
Sharing our strategic vision with vendors and drive execution of critical business tasks
Partner with teams of associates aimed at "Run-the-engine" activities and influencing / helping to shape a process improvement agenda
Being the point of escalation and understanding how to navigate the vendor and the vendor systems to get answers to problems quickly
Assess and manage vendor performance, reporting, analysis and communications of supplier performance
Ensure visibility and transparency to internal and external stakeholders on the health of operations, including identification of critical needs/dependencies and risks
Build strong relationships with the vendor relationship managers as well as with the supplier support management teams
Identify trends that will have negative impact on operations and proactively remediate
Conduct weekly 1:1 meetings with direct reports to address performance issues and to support individual professional development.
Hire, train and onboard new Call Center Agents to maintain high customer service... For full info follow application link.
Capital One is an equal opportunity employer committed to diversity in the workplace. Capital One promotes a drug-free workplace.
All qualified applicants will receive consideration for employment without regard to gender, race, color, religion, national origin, sexual orientation, protected veteran status, or disability status.
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 4901-4920; Newark, New Jersey Ordinance 12-1630; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.