Bankruptcy Department Operations Manager - Hybrid

Bankruptcy Department Operations Manager - 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. You will be responsible for managing our outsourced vendor to ensure flawless performance and delivery. You will be asked to help establish a framework for ensuring ongoing monitoring of operational performance to maximize our customer experience and well managed expectations in a highly regulated space. This role will require a full understanding of the technical and operational processes and flow of information from the vendor to Capital One, as well as monitoring reports which detail supplier performance, communication of performance to suppliers, development of performance remediation plans, as needed, and managing vendor budget.  

 

Responsibilities:

 

• Lead a team of ~150 associates and vendor agents with 2 or more Unit or Sr Unit Manager direct reports.

• Work cross functionally across the channel and other channels to solve issues for team

• Partner with process, legal, compliance, tech and product to drive operational changes

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

• Ensure vendor consistently meets or exceeds goals set in Statement of Work

• Partner with vendor to remediate issues and drive to 100% quality

• Develop Strategy and initiatives to improve overall team performance 

• Identify and drive process improvements that improve customer experience, lower costs and ensure 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.

• Identifying trends that have negative impact on operations and partner with vendors to proactively remediate

• Advocate for exceptional customer service and quality (i.e. compliance to the law)

• Manage staffing, invoice approval and financial budgets.

Location: This role is hybrid, where you will be expected to spend about half of your working time in the Plano office and half working virtually. 

 

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification

• At least 3 years of experience in Call Center or Back Office Operations Management 

• At least 2 years of experience in People management

• At least 2 years of experience in Vendor Management

• At least 1 year of experience in Project, Risk or Process management

 

Preferred Qualifications:

• Bachelors Degree in Business, Economics, or Management

• Six Sigma, Lean, BPM Certification

• At least 5 Years of Call Center Management Experience

• At least 5 years of experience in People management

• At least 3 years of experience in vendor management

• At least 2 years of experience in Project, Risk or Process management

 

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Plano, TX: $115,200 - $131,500 for Department Operations Manager

 

 

 

 

 

 

 

 

 

 

Candida