Business Director, Bank Operations Strategy and Analysis

Recruiting: VA - Richmond, United States of America, Richmond, Virginia

Business Director, Bank Operations Strategy and Analysis

This Director role is a leader of multiple teams of business analysts in the Retail Bank focused on being the thought leader in partnership with Executive leaders in the Bank Operations.

 

The role will be accountable for being the analytical and strategic leader for Retail Bank Operations functions (Life Events & Speciality Services), Branch Frontline, and strategy for Bank Operations. 

 

The job-specific responsibilities include

• Build deep expertise into the 40+ Bank Operations areas that impact the entire life cycle of the Bank customer to influence medium to long term strategy for driving efficiencies impacting Customer experience, cost, and operational risk. 

E.g. Utilize analytics to define a problem statement on areas that open the Bank up to asymmetrical risk in key areas (e.g., Escheatment, Litigation, Operations, Revenue, etc…) and deliver an action plan (in partnership with Operations, Product, Tech) to help in saving operational expenses and mitigating long term risks

• Work with 3+VPs and MVP to define long term vision and strategy for Bank Operations. Influence our key decision-makers through analytics and thought leadership to set the roadmap.  Lead projects that shape the future of Operations. 

e.g. Identify opportunities and create business cases and framework to influence leaders within Bank Ops across the Enterprise (including in Product, Tech, and adjacent functions)

• Be proactive to understand macro factors and events that may impact Capital One and work with multiple VP+ leaders to define a plan to be ready for any downstream risk

e.g. In events like Silicon Valley Bank Collapse, COVID-19, etc., act with a sense of urgency with our response to quickly identify key areas of risk and stand up critical monitoring; align with key partners to examine our business and any impacts stemming from those events. Finally create a playbook for such events in the future

• Lead an organization of 10+ analysts ranging from ADPs to Sr. Managers through our Include, Empower, Inspire (IEI) values. Hold a high bar and lead from the front with heart, hunger, and humility. Build talent that will grow within the team and is ready to be fungible anywhere within Capital One.

 

The job-specific results this role will drive include:

• Risk Reduction: Identify, scope out, and drive collaboration with Risk partners to develop well managed strategies while balancing policy adherence and regulatory demands 

e.g. State Laws that govern different treatment for Levies and Garnishment

• Customer Experience Improvement: Understand upstream and downstream impact of operational processes to customer experience; collaborate and negotiate with key stakeholders and partners to develop and test strategies to drive improvement in quality and Customer experience 

e.g  simplifying tax form availability and old statement retrieval process 

• Operational scalability: Build metrics and measurement frameworks to capture customer experience, regulatory adherence, financial performance, and operational health of the business so that we can continue to scale by-design as our customer base grows

 

General Responsibilities:  

• Strategic leadership:  Develop business strategies that will drive growth, profitability, and competitive success for Capital One in the face of shifting consumer and regulatory demands 

• Leadership:  May manage and develop multiple analysts.  Coaching and mentoring associates with a goal of developing and retaining talent at Capital One 

• Execution:  Manage and sequence delivery of business intent, build business requirements and execute against the product strategy. Oversee multiple projects and programs concurrently 

• Partnership:  Work closely with colleagues across Capital One including:  IT, Sales, Operations, Finance and others to drive improvement in quality, volume, service, and profitability  

• Strategic; analytic orientation: A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation, given that a large part of the business is based on rigorous analytic marketing & credit risk management 

• Strong business judgment, leadership and integrity: They should be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible approach to business 

• Solid people leadership experience: Ability to build and leverage the capabilities of a high-performing team, as well as business partners across the enterprise. They