Strategy and Operations Manager
CriblSalary not specified
Full Time
Junior (1 to 2 years)
Senior Manager, Operations Servicing Strategy - Hybrid at Capital One
Richmond, Virginia, United States
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Financial Services, BankingIndustries
Requirements
- 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
- Technical and Strategic - Solid understanding of the business trade-offs and how to get the most out of technology (not necessarily a hard-core coder)
Responsibilities
- Partner closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through intent delivery and operational readiness, servicing strategy, and influencing their product roadmap through insights and listening
- Design strategic programs and initiatives partnering with project and product teams to integrate customer and agent design to develop processes that track progress, identify and address issues
- Lead high impact transformation initiatives and change management contributing to overall outcomes, definition, scoping, design, and delivery
- Create overarching roadmaps in partnership with tech, product and intent teams with a focus on human centered design
- Ensure product design is built for agents and customers
- Create and deliver presentations to senior management, guiding and influencing senior management discussions and decisions
- Create, establish, and manage communications across teams to ensure optimal engagement of associates and leaders
- Consult with business partners to understand complex problems, focus on bringing issues to resolution, provide horizontal influence and leadership in a matrixed environment, escalate road-blocks as necessary to meet timelines, and clarify and define transformation requirements/scope for cross-functional problems
- Conduct independent research and analysis to solve ambiguous client problems and work with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling key business decisions
- Take responsibility for day-to-day operational aspects of the experience, participate in developing products, benefits definition, management of changes in the operational environment, and assign and manage team accountabilities on an ongoing basis
- Distill big picture intent into tactical requirements and implementation plans and execute process efficiency
- Intimately understand the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups
Skills
Operations Strategy
Servicing Strategy
Change Management
Stakeholder Management
Program Management
Process Design
Customer Experience
Agent Servicing
Strategic Planning
Product Roadmap
Transformation Initiatives
Project Management
Business Acumen
Capital One
Offers diverse financial products and services
About Capital One
Capital One provides a variety of financial services aimed at making banking accessible and easy for everyone. The company offers products such as credit cards, savings accounts, car loans, and business checking accounts, catering to both individual consumers and small businesses primarily in the United States. Capital One's approach includes user-friendly banking solutions with no fees or minimums for checking accounts, allowing customers to manage their finances more effectively. They generate revenue through interest on loans, credit card fees, and investment banking services. What sets Capital One apart from its competitors is its strong commitment to financial inclusion and literacy, demonstrated through community partnerships and educational initiatives, such as collaborations with Khan Academy. The company's goal is to create a more inclusive financial system and empower customers with the knowledge and tools they need to make informed financial decisions.
McLean, VirginiaHeadquarters
2014Year Founded
$15.9MTotal Funding
IPOCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees
Benefits
Medical, Dental, & Vision coverage
Onsite Health Centers
Prescription saving with network of local pharmacies
Stock Purchase Plan
Education Assistance
401(k)
Flexible Spending Accounts
Life and Disability insurance
Generous paid time off + corporate & floating holidays
Registered dieticians on site, cooking classes and free virtual fitness classes
Employee Assistance Program
Risks
Increased competition in subscription management tools may dilute Capital One's advantage.
Over-reliance on partnerships could expose Capital One to technological risks.
Departure of key personnel like Joe Rodriguez may affect risk management continuity.
Differentiation
Capital One offers user-friendly banking with no fees or minimums for checking accounts.
The company partners with Khan Academy to provide financial literacy education.
Capital One is the first major U.S. bank to offer subscription management tools.
Upsides
Capital One's mobile app is a model for secure, user-friendly digital banking.
Data sharing with Worldpay enhances payment security and fraud prevention.
Partnerships with fintechs like Minna Technologies improve customer experience.
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