Sr. Manager, Client Services (R128562)
Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Commercial Ops role may be the role for you! You must be within 100 miles driving distance from our Capital One hub in Melville, NY.
Commercial Operations (CML Ops) is one of the largest divisions in the Commercial Bank, this team’s scope is horizontal across the bank and as such it supports numerous critical processes and transactions. By incubating innovative solutions and embracing technology, this team creates an unforgettable and unparalleled experience for our associates and clients.
One of the most impactful groups in the CML Ops team is the Client Solutions team. The Client Solutions team works with the Commercial Bank’s clients, both proactively and reactively for all of their servicing needs. All of our associates are on the frontline, delivering on our commitment to provide a beautiful client experience. We are growing and looking for great customer focused advocates to join the team.
At the Sr. Manager level, you will lead a team in a dynamic, fast-paced environment. You will provide direction, and coaching to your team to bring out the best in each individual as well as the team. You will be required to balance risk to Capital One while delivering an industry leading experience to clients.
Leverage knowledge of process, project, risk and technology to help direct reports think and act differently when solving problems
Understand process performance through an overtime view of metrics and anomalies
Understand and own the client experience with process updates and changes
Deep local SME and industry knowledge
Lead direct reports in creating a culture focused on daily and monthly performance
Create an improvement agenda through pareto, histogram and run chart analysis
Independently make connections to vision and create grounded recommendations
Work backwards from a 6-12 month destination when serving as customers for strategic and improvement projects
Proactively provide clear, succinct updates to problems and progress using facts and data
Keep internal and external stakeholders (client, sales, service, operations, product) informed of status, risk and issues to delivery
Working knowledge and tracking of top controls, risks and events/issues
When complaints, problems and/or issues arise work with partners driving to root cause and identifying sustainable, repeatable solutions
Hold direct reports accountable for having a development plan
Recruit and retain top talent fostering an environment of trust, collaboration, and belonging
Empower, develop, coach, and recognize team to reach personal, professional, and team goals
Stay connected and aware of team performance as it relates to people leadership, inclusion and engagement
Work at Home Technology Requirements:
A secure home office environment that is free from background noise and distractions
A reliable private internet connection that is not supplied by using cellular data (hot spot)
Cable or fiber connections are preferred
Internet service download speeds must be at least 5 mbps, with 10+ mbps preferred - check your download speed using a speed test. A sample one can be found[Register to View] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
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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).