Senior Manager, Agent Capabilities & Horizontal Operations Servicing Strategy (Hybrid)
Core
Drive transformation improvements and strategic roadmaps for Capital One's global card servicing operations, focusing on process optimization and technology investments to enhance customer service efficiency.
Role type
Senior Manager, Operations Servicing Strategy
Builds
Scalable operational solutions and improved agent tools for global card servicing
Domain
Banking / Card Servicing Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Strategic planning, People management, Process transformation, Data analysis, Change management, Agile frameworks, Stakeholder influence, Operational implementation
Preferred skills
PMP certification, Lean/Six Sigma certification, Military experience
Technologies
Agile frameworks, Data analytics tools
Responsibilities
Identify and drive transformation improvements across US Card Servicing footprint, Lead development of strategic roadmaps for global operational workforce, Mentor and grow a team of associates, Collaborate with analyst and product teams to improve agent tools, Strengthen team analytical and critical thinking skills
Seniority
Senior, hands-on IC with management responsibilities
