Senior Business Manager - Offers & Experience Team

Senior Business Manager - Offers & Experience Team

Why Collections?

As part of the Collections team, you will get to make an impact in one of the most mission driven and business impactful moments in a customer's life. Perhaps, when you first thought of Collections you had a vision of a mafia enforcer knocking on customer doors - but in reality, we are there for customers when they are at their most vulnerable. Helping customers in financial distress is core to our decision making process and we are looking for associates who are excited about making real differences in customer's lives. But what makes our framework super interesting is the need to balance a customer-backed lens with critical analytical and credit based thinking given the overall impact delinquencies and GACO have on Card's bottom line. 

Why the Offers team?

The Offers team is looking for an associate who is excited about building strong general manager type skills. The team has to navigate financial impact, customer experience, operations and regulatory challenges to develop solutions that help customers and Capital One. We are currently on a journey to move our infrastructure to the other side of the canyon - and as part of that are completely overhauling our suite of solutions that we present to customers.

Summary:

This role is to manage the team responsible for a critical part of our infrastructure transformation. Your team will build and execute the strategy for our experience and own the tools that help us determine what offer to present to our customers. Today, we have a bulky 5 question survey that all customers must fill out to engage with us, but there is opportunity to determine what offers we want to present and when, reassess the questions and the selection they are driving and design the whole experience to be done digitally within EASE. All of these steps have a huge impact on our selection and economics but also are meaningful moments that set the tone for how Capital One is going to support a customer in a scary and stressful moment. In addition to the customer selection and experience, this team is responsible for partnering with our infrastructure team to support a model build that will help us better assess the kind of solution we present to customers. Reinventing Offers is a critical focus this year within Card and this team has the product and resource support to quickly drive change and you will be in the driver's seat to make that happen!

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 behavior
• Business ownership: Have an ownership mindset, and potentially P&L accountability for a business segment. Strategic planning with a 1-6 month horizon
• Leadership: May manage and develop a team of analysts. Coaching and mentoring associates throughout the organization with a goal of developing and retaining talent at Capital One
• Product: Develop and implement new product and pricing strategies for various lending products; lead product level modeling/analytics
• Marketing: Lead direct to consumer marketing efforts for select products, and strategic intent for products distributed through various channels. Build targeted insights to inform the design and development of new customer experiences, as well as breakthrough technology and concepts designed to deliver on new go-to-market strategies
• Credit Risk: Drive step-change improvements in credit performance by connecting drivers of future consumer credit trends to historical behavior, creating risk models, and testing hypotheses using rigorous monitoring and analysis
• Execution: Coordinate across the line of business to 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: He/she 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 enterpr