Director, Card Operations

Capital One Tampa , FL 33602

Posted 4 months ago

Las Vegas (62050), United States of America, Las Vegas, Nevada

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Director, Card Operations

The Card Operations Director will lead a large operations team which delivers high-touch service to a key segment of Capital One's credit card portfolio. As Capital One drives the continual improvement of a customer experience across all of its businesses, these important segments tend to be the centers of service innovation; focal points for investment and strategic deployment. As such, this person must be equipped to lead the discussion around Capital One's service capabilities and operationalize new ideas for these critical customer segments. With control of these areas, this executive will be held accountable to deliver customer satisfaction, increase net promoter scores, create innovative customer experiences, and deliver cost effectiveness and operational simplifications across both consumer and small business credit card. Importantly, he/she will deliver strong operating results and innovation while ensuring compliance with regulatory, legal, and other statutory requirements.

Capital One believes that front line employee (associate) engagement, company culture, coaching, and a strongly supportive work environment are essential ingredients to providing legendary service to customers. This is because of the direct connection between operating culture and the ability of that culture to create an environment where high touch customer service thrives everyday. As such, the successful candidate will be enlightened leader of large-scale teams with superior skills in communication, cultural stewardship, employee engagement and an ability to inspire people.

Responsibilities:

The Director, Operations will be responsible for the following:

  • Provide day-to-day leadership and management to a service organization that delivers excellent customer experiences. Lead, motivate, and inspire an organization of up to 1000 internal associates.

  • In partnership with the Card line of business, develop a vision and define a cohesive strategy for our agent servicing experiences.

  • Provide leadership to continue to drive innovation in Capital One's service operations model.

  • Develop and manage a strong team of experienced operational leaders. Attract, recruit, and retain top talent that is driven toward improvement.

  • Ensure servicing experiences for Capital One's credit card customers is continually performing effectively and efficiently, building loyalty and deepening relationships with our customers.

  • Influence customer facing policies and procedures to best meet the needs of our customers and associates.

  • Partner with analysts, technology, and digital leaders to develop and implement plans for the operational infrastructure of systems, processes and personnel to drive advances for operational excellence and improved customer experiences.

  • Ensure key operational and customer performance targets are met (Customer Satisfaction, Associate Engagement, Net Promoter Score, Service Levels).

  • Lead cross-functional, multi-disciplined operations/implementation team in launching initiatives.

  • Ensure compliance and regulatory requirements are met.

  • Contribute to the proper infrastructure and management controls - including metrics, quality assurance, and capacity planning; drive innovation in process of excellence; a beacon for operations talent.

  • Monthly travel to contact center sites - the ability to travel 30% is required (domestic and global)

Basic Qualifications:

  • Bachelor's degree or military experience

  • At least 8 years of experience in consumer financial services or at least 8 years experience in retail operations.

  • At least 5 years of experience in call center leadership or at least 5 years experience in customer service leadership

  • At least 3 years of experience in developing scalable servicing platforms

  • At least 5 years of experience leading a large (1000+), geographically dispersed organization; able to establish and maintain strong working relationships with all levels of associates and external parties while maintaining appropriate levels of objectivity.

Preferred Qualifications

  • M.B.A. or Master's degree

  • Process or Project Management Certifications- Lean, Agile, Six Sigma

  • 10+ years of experience in consumer technology (software/online/mobile), consumer financial services or retail.

  • 8+ years of experience in operations, call center or customer service leadership role.

  • 8+ years of experience in developing scalable servicing platforms.

  • 8+ years of experience leading a large, geographically dispersed organization with a proven ability of establishing and maintaining strong working relationships with all levels of individuals, including external partners and vendors, while maintaining appropriate levels of objectivity.

  • 5+ years of experience in leading large functionally-diverse teams in digital/servicing environments.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.


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Director, Card Operations

Capital One