Manager - Servicing Back Office Operations Strategy, Customer Channels (Hybrid)

Center 1 (19052), United States of America, McLean, Virginia

Manager - Servicing Back Office Operations Strategy, Customer Channels (Hybrid)

The Servicing Back Office organization supports key business processes that address the intake and handling of both General and escalated customer complaints fulfillments as well as collection of data to re-define operational reporting, pinpoint trends and identify improvement opportunities. We have ~ associates in our organization and are located in multiple geographic locations

 

As a member of the Servicing Back Office Operations Strategy team, you will be part of a smart, talented team responsible for transforming the customer and servicing experience(a) for the Servicing Backoffice Agenda encompassing ~450 L2 Processes and ~35 L2 Intent Owners within the US Card Channels organization. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business and strategy partners in developing strategic capabilities and executing sustainable customer and advocate experiences. You will educate and gain buy-in from key stakeholders elevating the issues that our customers are facing and working to implement solutions to continually elevate the Capital One cardholder experience. 

Who we are

• The Servicing Back Office Operations Strategy team within BOSS is responsible for: 

  • Delivery and Change Management for emerging intent, operational efficiencies and platform capabilities

  • Serving Back Office Associate readiness 

  • Management and Creation of Operational Reporting

  • Closed Loop Feedback & Insights

  • Process and Fulfillment Intent Ownership 

• We have ~8 associates on our team primarily located in and around Central Virginia 

 

On any given day you will be: 

 

Setting Strategic Direction

• Partnering closely with Line of Business leaders to ensure Servicing Back Office is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening

• Design the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues

• Lead high impactful transformational initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery

 

Influencing

• Creating over-arching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design 

• Ensuring the product design is built for agents and customers

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

 

Leading Horizontally

• Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders

• Consulting with business partners to understand complex problems and focus on bringing issues to resolution, horizontal influence and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines. clarifying and defining transformation requirements / scope for cross-functional problems

• Conducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions

 

Providing Operational Excellence

• Ultimately be responsible for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis 

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

• Intimately understanding the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups

 

What skills you need to bring to the tab