Director, Operations Servicing Strategy, Collections and Recoveries

Capital One’s Card Collections and Recoveries OSS (Operations Servicing Strategy) Team focuses on delivering human centric experiences that fosters lasting financial resilience for our most vulnerable customers. In this role, you will lead a team focused on identifying areas of operational improvement and delivering solutions against them. This team works closely with our Operations partners to understand areas within our network that are creating friction for our customers and are impeding our ability to provide efficient, accurate customer service. Delivering a great customer experience and resilient financial performance requires clear policies, great technology, and flawless operational execution. In this role you will partner with upstream intent owners and product teams to harness data and technology to maximize efficiency while delivering a brand defining customer experience.

Specific responsibilities:

• Drive transformational improvements for Agents and Customers through initiatives that cross the Collections and Recoveries team
• Lead the development of strategic roadmaps to harness platform capabilities for a global operational workforce
• Demonstrate leadership at scale by leading a diverse team of associates in multiple job families including process, project, and risk management
• The ability to identify and drive transformation improvements across our US Card servicing footprint
• Work with analyst and product teams to leverage data and technology to improve the tools our agents use to service customers
• Strengthen the analytical and critical thinking skills of a team to unlock the solutions that will transform Channels

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 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

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification
• At least 5 years of experience delivering transformational initiatives
• At least 5 years of experience in People Management
• At least 5 years of experience directing process transformations or projects
• At least 5 years of experience in Strategic planning

Preferred Qualifications:

• Bachelor's Degree
• PMP, Lean, Agile or Six Sigma certification
• 6+ years of experience directing process transformations or projects
• 6+ years of experience in People Management
• 6+ years of Operational management experience

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office (Richmond, VA or McLean, VA) and the remainder of the week working virtually.