Capital One, a Fortune 500 company and one of the nation's top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation's great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company - and a great place to work.
As a Senior Manager in BCR & CRP Operations, you will play a crucial role in leading and managing our Bank Collections & Recoveries (BCR) call center and Credit Bureau & Bankruptcy Back Office (CRP) Operations to deliver results across a broad network. Your responsibilities will revolve around overseeing operational performance at scale, driving efficiencies across call center & back office, 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.
Join our team as a Senior Manager in BCR & CRP Operations and take on a pivotal role in shaping our most crucial Customer Experiences, ensuring operational excellence, and driving success at scale. If you have the required expertise and are passionate about leading high performing teams to achieve outstanding results, we invite you to apply and be part of our exciting journey.
What will you be responsible for:
Initially lead and develop our BCR & CRP Operations team of work at home case agents and people leaders across multiple geographies
You will be responsible for creating and leading the future path for automation, tech and overall redesign of the back office for CRP operations
Working closely with our Business Analyst team to help drive the strategy captured in the Credit Program
Foster a collaborative and inclusive work environment that encourages creativity, innovation, and professional growth
Helping set the priorities for strategic programs initiatives while partnering with project and product teams to develop timelines and secure resources
Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders
Engaging with internal stakeholders to provide strategic and tactical thought partnership to effectively drive results
Creation and delivery of presentations to our Senior Leadership Team. Guiding and influencing senior management discussions and decisions
Work closely with Workforce Operations teams to identify opportunities for optimization and cost efficiency across operations
Strategically support and drive alignment across the call center footprint working closely with C1PH to meet business objectives
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, Ops leaders 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 2 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
At least 5 years of experience in Process management
At least 5 years of experience in People management
At least 3 years of Call Center operations management experience
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).