Senior Manager, Agent Capabilities & Horizontal Operations Servicing Strategy (Hybrid)

Senior Manager, Agent Capabilities & Horizontal Operations Servicing Strategy (Hybrid)

Capital One's Horizontal Servicing OSS (Operations Servicing Strategy) Team focuses on delivering efficient and scalable solutions across Capital One's global servicing footprint. In this role, you will be a key member of a team focused on identifying areas of operational improvement while delivering solutions consisting of both process improvement and technology investments. This team works closely with our Operations partners to understand areas within our network that are creating friction for our customers and are impeding our ability to provide efficient, accurate and high quality customer service.


Specific responsibilities:

• The ability to identify and drive transformation improvements across our US Card Servicing footprint.
• Lead the development of strategic roadmaps to harness platform capabilities for a global operational workforce
• Demonstrate leadership by leading a team of ~3-5 associates across multiple job families including process and OSS.
• 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 the Card servicing ecosystem

What skills you need to bring to the table:

Leadership: You have the ability to mentor and grow a team of associates, and you demonstrate the ability to influence change amongst partners. Drive complex projects and programs by providing strategic direction.


Tech Fluency: The role does not require technical skills (e.g. coding) but you need to understand how to harness evolving technology to drive business outcomes. Further, you will be diving into problems with Business Analysts, Operations, and Tech teams and the ability to speak their language is critical to collaboration and consensus building.

Curiosity: You have a curiosity to challenge the way things work and are capable of thinking outside of the box to develop and advocate for transformative solutions.


Results Focus: You have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and believe in iterative delivery with a focus on results .

Communication: You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform, and influence outcomes. They know your priorities and why you are doing what you are doing.

Analytical: Ability to access and leverage data to build compelling stories of where the leverage is and what investments will deliver the best outcome for our customers and stakeholders.


Customer-Centric: You lead with human centered design as the basis for decision making and influencing outcomes.


Operational Excellence: You have experience taking solutions off of the whiteboard and into implementation. You are able to see around corners to deliver solutions that address the root problem without adverse impacts.

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification
• At least 5 years of experience delivering transformational initiatives
• At least 5 years of experience directing process transformations or projects
• At least 3 years of experience in people management
• At least 3 years of experience in strategic planning

Preferred Qualifications:

• Bachelor's Degree or military experience
• PMP, Lean, Agile or Six Sigma certification
• 6+ years of experience directing process transformations or projects
• 4+ years of experience in people management

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.

Riverwoods, IL: $149,000 - $170,000 for Senior Manager, Operations Servicing Strategy

Chicago, IL: $149,000 - $170,000 for Senior Manager, Operations Servicing Strategy

McLean, VA: $163,900 - $187,100 for Senior Manager, Operations Servicing Strategy

Richmond, VA: $149,000 - $170,000 for Senior Manager, Operations Servicing Strategy

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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at View phone number on click.appcast.io or via email at View email address on click.appcast.io. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to View email address on click.appcast.io

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).