at Capital One Services II, LLC in Wilmington, Delaware, United States
Job ID: R145760
West Creek 1 (12071), United States of America, Richmond, Virginia
Vendor Escalation & Field Performance Manager
As an ATM Operations Vendor Escalation and Field Performance Manager, you will be responsible for driving our production fleet performance using data, our outsourced partners and internal teams to ensure flawless operational performance. As a team lead, you will be asked to help establish frameworks for ensuring ongoing monitoring of operational performance to validate against both customer promise and well managed expectations. This role will require a full understanding of the internal technical processes, as well as monitoring reports which detailed supplier performance, communication of performance to suppliers and the development of performance remediation plans. Additionally, you will have responsibility for understanding the objectives of various lines of business and collaborating with your peers and leadership to develop and manage your vendor to meet performance, cost, and risk goals. You will conduct Inventory and Control audits of our internal support processes. Lastly, 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 ATM vendor adherence to SLA on dispatch performance, parts availability and "fix it right the first time"
Track, report and evaluate vendor performance as it pertains to SLA expectations.
Work with vendors to resolve Performance Issues on a Macro or Micro level
Lead ATM response to various risk items impacting ATM operations and vendors ability to perform services.
Drive the recovery of extended duration outage ATMs with the OEMs. Continuously work to reduce the percentage of preventable outliers
Identify trends that will have negative impact on operations and partner with vendor to proactively remediate
Build strong relationships with the vendor relationship managers as well as with the supplier support management teams
Lead Service Performance Reviews with vendors
Be the point of escalation and understand 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
Perform a deep dive on all ATM performance related vendor problems and present to management as required
High School Diploma, GED or equivalent certification
At least 1 year of experience with Microsoft Office or G Suite
At least 1 year of process management experience
Bachelor's Degree or military experience
Lean, Agile, Six Sigma, Business Process Management, or Project Management certification
At least 1 year of experience in Compliance or Risk Management
At least 2 years of experience in Process Management
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. 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; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other... 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.