Manager, Retail Bank Tier 2 Operations (Hybrid)

Manager, Retail Bank Tier 2 Operations (Hybrid)

Are you a dynamic, analytical leader who is passionate about delivering top-notch customer experience while cultivating a high-performing group? If you are a strong integrative thinker, creative problem solver and possess strong interpersonal and relationship-building skills, then this is the job for you! As a Department Operations Manager you will lead day-to-day activities of a high visibility multi-function, multi-team operation. You will translate data into a story that will help drive the team towards achieving individual, team and business metrics.

As a Manager in Retail Bank Complaints, you will play a crucial role in leading and managing our Tier 2 Complaints team to deliver results across a broad network. Your responsibilities will revolve around overseeing operational performance at scale, driving efficiencies across complaint handling, helping to shape the future design and functions for our agent network, and providing exceptional people leadership to ensure high performing and efficient operations. This position requires a strategic mindset, excellent communication skills, and a proven track record of delivering results in a complex and dynamic environment.

Responsibilities:

• Lead a team of 50 -75 Tier 2 complaints associates with 2 or more Sr. Operation Coaches (Pr. Associates) as direct reports.

•  Track and manage metrics, coach and develop associates, oversee quality assurance, and resolve system issues.

• Ensure processes are documented, projects are prioritized, and business objectives are met.

• Identify and drive process improvements that improve customer experience, lower costs and ensure the highest quality

• Collaborate with others across multiple departments and lines of business.

• Continuously analyze current business work flows and productivity/efficiency results in order to seek process improvements.

• Develop strategies in a fast-paced environment where new variables are constantly emerging.

What skills you need to bring to the table:  

• Leadership: Influencing, challenging and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects by providing strategic direction and project management 

• Technical and Strategic: While you may not be a hard-core coder, you should have a solid understanding of the business trade-offs and how to get the most out of our technology. Further, you will be diving into problems with the Business Analysts, Data Analysts and Tech teams and they will think of you as an “honorary member of the guild” because you can speak their language  

• Curiosity: You ask why, you explore, and you’re not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones  

• Communicator: 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: You're not scared of numbers; instead you believe they help illuminate the truth 

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 3 years of experience in People management

• At least 2 years of experience in Operations

• At least 2 years of experience in Process management

Preferred Qualifications:

• Bachelor’s Degree or Military Experience 

• PMP, Lean, Agile or Six Sigma certification

• 5+ years of experience in People management

• 5+ years of experience in Collections or Call Center

• 2+ years of experience in Project management

• 5+ years of experience in Budget management

 
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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