Treasury Management Client Service Sr. Manager

West Creek 7 (12077), United States of America, Richmond, Virginia

Treasury Management Client Service Sr. Manager

As part of our Treasury Management Servicing team, we work with commercial clients, both proactively and reactively, to engage on all servicing needs. Our associates are on the frontline, delivering on our commitment to provide an exceptional client experience.  

At the Sr. Manager level, you will lead a call center in a dynamic, fast-paced environment. You will provide direction and coaching to your team to bring out the best in each individual as well as the team. You will be required to balance risk to Capital One while delivering an industry leading experience to clients. 

General Responsibilities: 

Leverage knowledge of treasury management products, process, project, risk and technology to help direct reports think and act differently when solving problems.

People Leadership

• This role will have direct accountability for 3 managers and 20+ indirect reports across geographies / time zones

• Empower, develop, coach, and recognize team to reach personal, professional, and team goals

• Stay connected and aware of team performance as it relates to people leadership, inclusion and engagement 

Client Experience

• Balancing people / process / risk decisions with impact to the client experience will be a critical success factor. The ideal candidate consistently utilizes customer-back design thinking in decision-making and regularly evaluates/strengthens how we measure the client experience

• Ability to identify customer pain points and work with team and/or partners  to find solutions

• Serves internal and external clients to resolve customer issues and escalations

• Ensures all service requests are processed per Service Level Agreements

Process Management

• Understand and own the client experience with process updates and changes 

• Analyze call center data and prepare reports for senior leadership

• Understand process performance through an overtime view of metrics and anomalies

• Learn and apply industry knowledge to improve our process

• Lead direct reports in creating a culture focused on daily and monthly performance

• Independently make connections to vision and create grounded recommendations

Project Management

• Work backwards from a 6-12 month destination when serving as customers for strategic and improvement projects

• Proactively provide clear, succinct updates to problems and progress using facts and data

• Keep internal and external stakeholders (client, sales, service, operations, product) informed of status, risk and issues to delivery

Risk Management

• When complaints, problems and/or issues arise, work with partners driving to root cause and identifying sustainable, repeatable solutions 

• Supports audits and examinations in the Treasury Management Servicing area

• Responsible for the upkeep and maintenance of policy and procedures 

• Working knowledge and tracking of top controls, risks and events/issues

Desired Attributes and Skills:

To be successful in the role, associates should exhibit the following:

• Exceptional people leaders who embrace diversity and inclusion and who can lead transformational change

• Passionate about both delivering a great client experience and complying with laws and regulations

• Forward leaning into technology, automation, and emerging financial products

• Fluid in adapting to and embracing change for themselves and with others

• Intellectually curious, inquisitive, and open minded

• Integrated thinkers and creative problem solvers with impeccable judgment

• Exceptional and confident communicators, negotiators, and influencers

• Tenacious in pursuing and achieving their goals and objectives

• Motivated to achieve results through teamwork and collaboration

• Proactive about their own development and learning with an optimistic, growth mindset

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