Senior Operations Manager - Repossession Operations

Responsibilities Drive performance across Capital One Auto's portfolio of repo-eligible and recently repossessed customers Lead customer-facing teams and back-office support functions Directly manage leaders supporting customer contact and escalations, collections, reinstatements, impounds, skip tracing, legal processes, vendor management, and complaint management Drive operational excellence and partner with other job families and vendors to improve performance and business roadmap outcomes Oversee performance, compliance, and engagement across 200-300 FTE, including internal Associates, offshore labor, and third-party suppliers Manage, lead, coach, and develop leaders and cross-functional teams Recruit, onboard, and maintain relationships with external vendors Monitor vendor, agent, team, and portfolio performance using KPIs Ensure processes are well managed and comply with applicable laws and regulations Engage with law firms and ensure Capital One is represented in court Troubleshoot and resolve escalated customer, agent, and internal department issues Analyze data to identify trends, coverage gaps, and cost-saving opportunities Collaborate with Loss Mitigation, Legal, Operations, technology, data, analyst, product, and other cross-functional teams to streamline processes, solve problems, influence change, and drive business strategy Occasionally visit vendors, attend conferences, and attend court hearings Requirements High School Diploma, GED or equivalent certification At least 7 years of financial industry experience At least 10 years of people leadership experience At least 7 years of experience managing a team of people leaders At least 5 years of vendor management experience At least 3 years of experience using Microsoft Office or Google Suite Extensive experience overseeing and effectively running numerous complex customer-facing and back-office processes simultaneously Experience coaching and developing mid-level managers and overseeing large-scale operations of 200-300 FTE Experience in people leadership, collections, impounds, reinstatements, replevin, skip tracing, legal processes, risk management, process management, complaints and escalations, workflow management, vendor management, and auto servicing Demonstrated ability to develop and maintain highly engaged, high-performing teams across multiple functions and departments Ability to work remotely and in-person independently with self-motivation and discipline Superior relationship-building skills Exceptional written, verbal, and presentation skills Bachelor's Degree or military experience (preferred) At this time, Capital One will not sponsor a new applicant for employment authorization for this position Must be open and available to travel 5-15% Core Competencies Demonstrates extensive experience in managing large-scale operations, vendor management, and leading cross-functional teams. Proven ability to drive performance, compliance, and operational excellence in the financial industry. Highest-signal resume keywords People Leadership Vendor Management Operational Excellence Financial Industry Experience Data Analysis Hard Skills Vendor Management Process Management Collections Skip Tracing Legal Processes Risk Management Microsoft Office Google Suite Coaching and Development Performance Monitoring Soft Skills Relationship-Building Written Communication Verbal Communication Presentation Skills Self-Motivation Certifications & Qualifications High School Diploma GED Bachelor's Degree (Preferred) Industry Keywords Auto Servicing Customer-Facing Processes Back-Office Processes Engagement Compliance Escalations Reinstatements Impounds Workflow Management FTE Management #J-18808-Ljbffr Jobtailor