Senior Manager, Operations Servicing Strategy, Collections and Recoveries Channels (Hybrid)

As a Senior Manager, Operations Servicing Strategy, Collections and Recoveries Channels, you will be part of a smart, talented team responsible for transforming the customer and agent servicing experiences

• Drive transformational improvements for Agents and Customers through initiatives that cross the Collections and Recoveries team
• Development of strategic roadmaps in partnership with leaders across the Collections and Recoveries ecosystem to harness platform capabilities for a global operational workforce
• Demonstrate leadership by leading a diverse team of associates focused on process and project management
• The ability to identify and socialize improvement opportunities to influence priorities across our US Card servicing footprint
• Work with analyst and product teams to leverage data and technology to improve the tools our agents use to service customers
• Strengthen the analytical and critical thinking skills of a team to unlock the solutions that will transform Channels
• Manage a team of ~3 direct reports
• Leading Strategic Direction
• Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives
• 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
• 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
• Conducting independent research and analysis to solve ambiguous client problems
• Providing Operational Excellence
• Responsibility for day-to-day operational aspects of the experience
• 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

• Leadership-
• Influencing, challenging and enabling associates and leaders to significantly evolve and lead through change
• 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
• Curiosity-
• You ask why, you explore, and you’re not afraid to come to the table with a totally new idea
• Do-er-
• you have a bias towards action, try things and sometimes fail
• Communicator-
• You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform and influence outcomes
• Analytical-
• You're Not scared of numbers; instead you believe they help illuminate the truth
• Customer-Centric-
• You lead with human centered design as the basis for decision making and influencing outcomes

• 401k matching
• Health insurance
• Flight privileges
• Long-term incentives (LTI)
• Performance-based incentive compensation

Capital One’s Card Collections and Recoveries OSS (Operations Servicing Strategy) Team focuses on delivering human centric experiences that fosters lasting financial resilience for our most vulnerable customers