Senior Director, Chief of Staff - Card Servicing Shared Services

Overview

Senior Director, Chief of Staff - Card Servicing Shared Services

The Senior Director, Chief of Staff is a critical position supporting senior leadership, enabling leaders to execute strategic work while ensuring operational rigor and team engagement and alignment. The Chief of Staff, Card Servicing - Shared Services, is responsible for leading key, cross-functional initiatives and management routines across the 1,000+ person Shared Services organization. This cross-functional organization leads the design, change management, and optimization of our Card servicing operation and is key to delivering high-quality and efficient customer experiences. This organization is undergoing a major transformation as we integrate Capital One and Discover and imagine the future of Servicing inclusive of AI. The Chief of Staff will play a critical role in organizing the leadership team and holistic team against our transformation agenda.

Candidates should have exceptionally strong written and verbal communication skills, expertise in relationship building, executive presence and the ability to connect and influence senior leaders. Candidates should also be great problem solvers, have excellent judgment and be able to seamlessly manage multiple projects and deadlines at once.

Responsibilities:

• Serve as a strategic thought partner for the Shared Services leadership team

• Prioritize and focus leadership team agenda on a number of key areas (goals, labor strategy, budget etc). Aid the leadership team in strategic planning, uncovering critical efficiencies and preventing duplication of effort.

• Act as a central point of contact between the Shared Services leadership team and other key partners (e.g. front-line operations, product, tech, finance)

• Understand the organization’s strategy and vision so that you can lean in to complex problems and influence as necessary 

• Lead and execute strategy for top of house Associate Engagement initiatives 

• Create and manage effective, scalable processes to manage operating rhythms with senior leaders to ensure alignment across the leadership team and with key partners

• Develop relationships within direct and extended team members to be able to act as an informed and helpful sounding board and thought partner

Qualities of a successful candidate:

• Strong communicator focused on building relationships with senior leaders; excellent communications proficiency, both written and verbal

• Problem solver who can think critically and strategically across Card 

• Knowledge of business to represent perspectives with other teams across Card 

• Ability to influence others, especially senior leaders; high level of executive presence  

• Can pull groups of people together towards a common goal, a connector of people who creates followership

• The ability to juggle multiple priorities focusing on the highest leverage initiatives; excellent organizational skills and the ability to be goal/execution-oriented

• The ability to react seamlessly to change in priorities and delivery focus; capable of balancing strategy and tactical delivery

• Strong business judgment, influencing skills, people leadership and integrity are essential for this position

Basic Qualifications:

• Bachelor’s degree or military experience

• At least 7 years of experience in project management, human resources or strategic planning

• At least 7 years of experience managing stakeholders across different business functions

• At least 7 years of experience leading cross functional projects 

• At least 5 years of people management experience

Preferred Qualifications:

• Master’s Degree

• 5+ years of experience driving organizational change and operational excellence

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $269,600 - $307,700 for Sr. Director, Chief of Staff

Richmond, VA: $245,100 - $279,800 for Sr. Director, Chief of Staff

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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 applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).