Senior Director of Global Supplier Operations

Senior Director of Global Supplier Operations

Capital One’s Customer Channels organization is seeking a talented Senior Director to lead our Global Supplier Operations team.  In this role, you will play a pivotal role in leading and managing our operations team across our global network.  Your responsibilities will include ensuring operational excellence, managing relationships with our partners, collaborating closely with internal stakeholders and customers to ensure expectations are exceeded, and delivering on a strategic roadmap for the organization. This position requires a strategic mindset, excellent communication skills, a passion for people leadership, and a proven track record of delivering results in a complex and dynamic environment. 

Specific responsibilities will include:

• Ensure consistent and high-quality service delivery from our global partners; develop and implement a performance management strategy that appropriately recognizes performance wins or opportunities

• Partner closely with key operational stakeholders to ensure transparency into performance, alignment on goals and expectations, and provide roadmap for delivery on key operational intent

• Identify and implement strategies to improve agent performance 

• Partner with Global Workforce and Footprint Strategy teams to identify opportunities for optimization and cost efficiency in the global operations footprint 

• Support and influence upstream intent from key stakeholders and customers

• Demonstrate leadership at scale: as a people leader, and leader of leaders and associates across multiple geographies, you will demonstrate a passion for guiding and supporting others to bring out the best in every team member. 

On any given day you will be:

Driving Operational Excellence 

• Responsible for ensuring exceptional performance, driving operational efficiency, while meeting all compliance and risk requirements

• Monitor internal and industry trends to measure effectiveness

• Manage relationships with third-party suppliers, ensuring contractual obligations are met. Collaborate with internal partners to take appropriate action where necessary to address performance or contractual misses.  

• Ensure compliance with all operational standards (risk, regulatory, legal, OPEX, etc) and partner appropriately to develop robust business continuity plans

• Proactively identify and mitigate potential risks related to supply disruptions, geopolitical factors, or changes in market conditions.

• Distilling big picture intent into tactical requirements and implementation plan and executing process efficiency

• Intimately understanding the heart of specific operations and represent the voice of that operation to your business partners

Setting Strategic Direction

• Developing and implementing strategic plans to achieve business objectives and deliver on the expectations of our stakeholders

• Monitor performance against goals and develop and execute strategies to address underperformance 

• Partnering closely with key stakeholders to ensure the Global Supplier Operations team is represented in the ideation, design and execution of their objectives through intent delivery and operational readiness 

• Setting and delivering on the specific strategic agenda for the Global Supplier Operations team

• Owning high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery

Influencing 

• Build and manage strong, trusted relationships with supplier partners and stakeholders across the organization

• Creating and delivering presentations to senior leadership. Guiding and influencing senior leadership discussions and decisions

• Share insights and point of view on overall supplier performance to Global Supplier Operations Footprint team to help shape future strategy

• Identify new drivers of efficiency and continue to influence innovation and transformation in a complex dynamic environment

• Provide input to key leadership in support of contract negotiations and renewals 

Leading Teams

• Foster a collaborative and inclusive work en