Manager, Operations Servicing Strategy, Fraud and Disputes Claims Experience (Hybrid)

Overview

West Creek 8 (12080), United States of America, Richmond, Virginia

Manager, Operations Servicing Strategy, Fraud and Disputes Claims Experience (Hybrid)

​As a Manager, Operations Servicing Strategy, Fraud and Disputes Claims Experience, you will be part of a smart, talented team responsible for transforming the infrastructure and customer service experience for our customers. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business and strategy partners in developing strategic capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stakeholders to ensure the technology and processes deliver breakthrough business results and radically transform customer service. 

Capital One receives over 7 million claims annually totalling over $1.6 billion dollars. 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 business analysts, product managers, operations servicing strategy leaders, operations leaders, to drive quality improvements in the Fraud and Disputes Operations department.

Specific responsibilities:

• Ensure all quality insights are captured in a single source of truth, appropriately assessed and prioritized as well as socialized with key stakeholders

• Inform new quality metrics that help us gain quality insights at scale across our agent network

• Partner with horizontal program teams to implement model-based error detection, develop appropriate uptraining based on type of errors we are seeing

• Generate and synthesize key quality insights and share to drive action

• Work with key stakeholders to drive recommendations to observed and prioritized problems

• Leverage process engineering mindset in documenting and improving processes 

• Create and deliver presentations to senior management. Guide and influence senior management discussions and decisions

• Create, establish, and manage communications across teams to ensure optimal engagement of associates and leaders

• Manage a direct team of 2-3 associates

On any given day you will be:  

Setting Strategic Direction 

• Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening 

• Designs the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues 

• Leading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery 

Influencing 

• Creating over-arching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design  

• Ensuring the product design is built for agents and customers 

• Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions 

Leading Horizontally 

• Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders 

• Consulting with business partners to understand complex problems and focus on bringing issues to resolution, horizontal influence and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines. Clarifying and defining transformation requirements / scope for cross-functional problems 

• Conducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions 

Providing Operational Excellence 

• Ultimately be responsible for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis  

• Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency  

• Intimately understanding the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups 

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 

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  

Do-er- you have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results  

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  

Customer-Centric- You lead with human centered design as the basis for decision making and influencing outcomes

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

We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the qualificationsto apply for this role.

Basic Qualifications: 

• High School Diploma, GED or equivalent certification

• At least 3 years of experience in People Management 

• At least 3 years of experience directing process transformations or projects  

• At least 3 years of experience in Strategic planning 

• At least 3 years of Process OR Project Management experience in an operations environment, OR at least 3 years of Program Management experience in an operations environment

Preferred Qualifications:  

• Process or Project Management certification such as Scaled Agile, Lean, or Project Management Professional  

• At least 5 years of experience leading large scale process transformations or projects 

• At least 5 years of experience in People Management 

• At least 3 years of experience working with external partners or supplier management

• At least 3 years of experience designing customer and associates' experiences in an omni-channel environment

• At least 2 years of experience analyzing data to design metrics and identify trends 

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.

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