Menu

Manager, Branded Card Operations Servicing Strateg

at Capital One Services II, LLC in Wilmington, Delaware, United States

Job Description

Job ID: R148470

Locations: VA - Richmond, United States of America, Richmond, Virginia

Manager, Branded Card Operations Servicing Strategy

Manager, Operations Servicing Strategy

As an Operations Servicing Strategy Manager, you will lead a smart, talented team responsible for transforming the customer service experience for our customers. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business and strategy 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.

This role is within the Card Channels Servicing organization. The goal of the team is to identify and spearhead how we leverage technology and platforms to create exceptional servicing experiences.

On any given day you will be:

Setting Strategic Direction

Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening

Designs the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues

Leading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery

Influencing

Creating over-arching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design

Ensuring the product design is built for agents and customers

Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions

Leading Horizontally

Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders

Consulting with business partners to understand complex problems and focus on bringing issues to resolution, horizontal influence and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines. clarifying and defining transformation requirements / scope for cross-functional problems

Conducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions

Providing Operational Excellence

Ultimately be responsible for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis

Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency

Intimately understanding the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups

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... 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. 

 

Copy Link

Job Posting: 995987

Posted On: Jun 30, 2022

Updated On: Jul 09, 2022