Capital One
Senior Director, Global Partner Services, Contact Center Operations (Hybrid)
Capital One, Richmond, Virginia, United States, 23214
* Responsible for ensuring exceptional performance, driving operational efficiency, while meeting all compliance and risk requirements* Monitor internal and industry trends to measure effectiveness* Manage relationships with third-party suppliers, ensuring contractual obligations are met.* Collaborate with internal partners to take appropriate action where necessary to address performance or contractual misses.* Ensure compliance with all operational standards (risk, regulatory, legal, operating expenditure, etc) and partner appropriately to develop robust business continuity plans* Proactively identify and mitigate potential risks related to supply disruptions, geopolitical factors, or changes in market conditions.* 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 your business partners* Foster a collaborative and inclusive work environment that encourages creativity, innovation, and professional growth.* Demonstrate strong people leadership skills.
Lead, mentor, and develop a diverse team of both exempt and non-exempt associates across multiple locations.* Recognize opportunities to optimize organizational structure and quickly implement well-managed strategies for maximum efficiencies* As a people leader of ~3 direct reports, and leader of leaders (roughly 7-10 skip-level reports) and associates across multiple geographies, you will demonstrate a passion for guiding and supporting others to bring out the best in every team member* **Leadership**- Influencing, challenging, and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management* **Tech Fluency**- The role does not require technical skills (e.g. coding) but you need to understand how to harness evolving technology to drive business outcomes. Further, you will be diving into problems with Business Analysts, Operations, and Tech teams and the ability to speak their language is critical to collaboration and consensus building* **Curiosity**- You have a curiosity to challenge the way things work and are capable of thinking outside of the box to develop and advocate for transformative solutions.* **Results Focus**- You have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and believe in iterative delivery with a focus on results* **Communication**- 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**- Ability to access and leverage data to build compelling stories of where the leverage is and what investments will deliver the best outcome for our customers and stakeholders* **Customer-Centric**- You lead with human-centered design as the basis for decision making and influencing outcomes**Location: This role is hybrid, where you will be expected to spend 3 days per week working in the office and the remainder of the week working virtually.** * High School Diploma, GED, or Equivalent Certification* At least 5 years of Financial Services experience or Operations leadership experience* At least 5 years of People Leadership experience* At least 5 years of Process Management or Project Management Experience* At least 5 years of experience leading Contact Center Operations* At least 5 years of experience partnering with Suppliers* At least 2 years of experience using Google Suite or Microsoft Office* At least 3 years of experience with Risk Management* Bachelor's Degree or military experience* 8+ years of experience leading Contact Center Operations* 6+ years of experience leading business process or supplier operations and supplier relationships* PMP, Lean, Agile or Six Sigma certification* 8+ years of financial services experience* 10+ years of people leadership experience* 8+ years of operations leadership experience* 8+ years of process or project management experience* 5+ years of experience with risk management or compliance* 3+ years of experience leading cross-functional teams within an organizationCapital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level. #J-18808-Ljbffr
Lead, mentor, and develop a diverse team of both exempt and non-exempt associates across multiple locations.* Recognize opportunities to optimize organizational structure and quickly implement well-managed strategies for maximum efficiencies* As a people leader of ~3 direct reports, and leader of leaders (roughly 7-10 skip-level reports) and associates across multiple geographies, you will demonstrate a passion for guiding and supporting others to bring out the best in every team member* **Leadership**- Influencing, challenging, and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management* **Tech Fluency**- The role does not require technical skills (e.g. coding) but you need to understand how to harness evolving technology to drive business outcomes. Further, you will be diving into problems with Business Analysts, Operations, and Tech teams and the ability to speak their language is critical to collaboration and consensus building* **Curiosity**- You have a curiosity to challenge the way things work and are capable of thinking outside of the box to develop and advocate for transformative solutions.* **Results Focus**- You have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and believe in iterative delivery with a focus on results* **Communication**- 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**- Ability to access and leverage data to build compelling stories of where the leverage is and what investments will deliver the best outcome for our customers and stakeholders* **Customer-Centric**- You lead with human-centered design as the basis for decision making and influencing outcomes**Location: This role is hybrid, where you will be expected to spend 3 days per week working in the office and the remainder of the week working virtually.** * High School Diploma, GED, or Equivalent Certification* At least 5 years of Financial Services experience or Operations leadership experience* At least 5 years of People Leadership experience* At least 5 years of Process Management or Project Management Experience* At least 5 years of experience leading Contact Center Operations* At least 5 years of experience partnering with Suppliers* At least 2 years of experience using Google Suite or Microsoft Office* At least 3 years of experience with Risk Management* Bachelor's Degree or military experience* 8+ years of experience leading Contact Center Operations* 6+ years of experience leading business process or supplier operations and supplier relationships* PMP, Lean, Agile or Six Sigma certification* 8+ years of financial services experience* 10+ years of people leadership experience* 8+ years of operations leadership experience* 8+ years of process or project management experience* 5+ years of experience with risk management or compliance* 3+ years of experience leading cross-functional teams within an organizationCapital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level. #J-18808-Ljbffr