Description
We are seeking a Senior Director, Card Servicing Operations to lead our large-scale servicing organisations. As a strategic leader, you will be responsible for creating market-leading customer experiences, operational excellence, quality, and efficiency. You will lead a team of approximately 1,500–2,000 associates supporting Capital One Servicing Operations in a multi-channel operations environment.
Core Responsibilities
- Drive customer experience, quality, productivity, and efficiency across servicing operations while consistently exceeding core KPIs.
- Spearhead enterprise initiatives in partnership with Product, Tech, and OSS horizontal teams to transform the agent and customer experience.
- Act as a business owner to distill strategic intent into tactical implementation plans, shaping executive agendas and driving horizontal operational outcomes across business lines.
- Build a collaborative, empowering, and inclusive environment, and establish robust succession plans.
- Foster proper infrastructure and operational controls to proactively identify, mitigate, and manage operational, financial, regulatory, and reputational risks.
Performance Metrics & Deliverables
- Key Metrics: NPS, THT, AHT, Callback Rate, Transfer Rate, Servicing Quality Assurance.
- Expected Outcomes: Consistently exceeding efficiency, quality, and customer satisfaction targets across all servicing channels.
Basic Qualifications
- Bachelor's Degree or military experience.
- At least 8 years of operations experience in high-volume production or customer servicing environments.
- At least 8 years of people management experience leading multi-tiered operational teams.
- At least 5 years of process management, project management, or operational transformation experience.
- At least 5 years of experience overseeing regulatory requirements, compliance, or risk management.
Preferred Qualifications
- Master’s Degree.
- 10+ years of people management experience leading large-scale organizations (1,000+ associates) across multiple locations.
- 10+ years of financial services or servicing operations experience.
- Scaled Agile, Lean, PMP, or Six Sigma certification.
- Demonstrated track record of driving digital transformation, queue simplification, and human-centered design in a matrixed environment.
Salary Information
- McLean, VA: $229,700 - $262,100 for Sr Director, Operations.
- Richmond, VA: $208,800 - $238,300 for Sr Director, Operations.
Benefits
- Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.