Department Manager Consumer (Auto Navigator Operations)

Job Description

Plano 7 (31067), United States of America, Plano, Texas

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Department Manager Consumer (Auto Navigator Operations)

At Capital One, we strive to create a world class experience for our customers. As a Department Manager you have the opportunity to lead and develop a team of Unit Managers who drive dynamic teams of associates who are the face of Capital One for our customers. You will be a strategic leader, accountable for building high performing teams, achieving strategic objectives while successfully driving development and implementation of processes and programs to promote exceptional customer experiences. You will need to use your communication and storytelling skills to communicate to a diverse group of individuals from front line associates to leaders within the business.

The Department Manager, Consumer Auto Finance, is responsible for managing several critical business processes and overseeing daily operational excellence of the Customer Advocacy, Fraud/Risk and Verification teams. This customer facing group has teams focused on helping our customers with auto financing questions, stipulation requirements, fraud prevention and complaint escalations via phone and live chat. The candidate will need to be experienced in people management, process management and continuous improvement disciplines to successfully develop new methods for driving the best possible experience for our customers.

Responsibilities:
- Lead the performance of multiple teams responsible for diverse aspects of a business. Requirements include managing a budget, achieving business goals, performance management, staffing plan development, and development of long term business goals/vision

Provide assistance, direction, support and guidance to their direct reports, and all team members to accomplish division objectives
- Drive individual, team and department efficiency and productivity through effective and efficient metric management and process improvement
- Makes recommendations and assists in the development of operational directives and procedures to improve customer satisfaction and increase efficiencies.
- Provide development to the leadership team and associates in the department. - Uphold effective standards of performance management. Motivate associates and help them achieve their career aspirations

Produce and maintain process documentation consisting of process swimlane, SIPOC, FMEA, control plan, and others
- Establish the development and execution of repeatable, efficient processes within the team
- Maintain high levels of team and individual morale through change and development
- Develop methods to encourage and implement process improvements
- Execute quality monitoring requirements that deliver intent and customer satisfaction goals

Identify and request IT enhancements to simplify and improve the process
- Define and request reporting to improve workflow and controls within the process
- Provide periodic updates to senior management on progress

Basic Qualifications:
• High School Diploma, GED or Equivalent Certification
•At least 2 years of experience in People Management
• At least 1 year of experience in Operations Centers
• At least 1 year of experience in Process Management
Preferred Qualifications:
• Bachelor’s Degree in Business Administration
• At least 5 years of experience in People Management
• At least 2 years of experience in Collections, Escalations or Call Center
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One’s recruiting process, please send an email to [email protected]

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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).