Senior Manager, Change Management
Constellation Brands
PMP
Senior Manager, Operations Servicing Strategy, Fraud and Disputes Operations (Hybrid)
Capital One
full-time
Posted on:
Origin: • 🇺🇸 United States • Virginia
Visit company websiteSalary
💰 $140,600 - $176,400 per year
Job Level
Senior
Tech Stack
PMP
About the role
- As a Senior Manager, Operations Servicing Strategy, Fraud and Disputes Operations (FDO), you will be part of a team responsible for transforming customer servicing and agent experiences.
- Educate and gain buy-in from key stakeholders to ensure the technology and processes deliver breakthrough business results and radically transform customer service.
- Partner with business analysts, product managers, operations servicing strategy leaders, and operations leaders, to drive quality improvements in the FDO department.
- Capital One processes over 7 million fraud and disputes claims annually, totaling over $1.6 billion; deliver great customer experience and resilient financial performance through clear policies, technology, and flawless execution and this team is central to that!
- Specific responsibilities include: optimizing the FDO footprint, transforming the FDO network, improving agent quality and productivity, balancing loads across the network during demand spikes without compromising quality, and managing a direct team of 5-7 associates.
- Lead strategic direction, designing strategic programs and roadmaps with tech, product, and intent teams; deliver insights and influence product roadmap.
- Lead transformation initiatives and change management; influence senior management decisions, and create compelling presentations.
- Create, establish, and manage cross-team communications to ensure engagement; consult with business partners to solve problems in matrix environment; escalate roadblocks when needed.
- Conduct independent research and analysis; develop recommendations for clients to enable key business decisions; provide operational excellence.
- Distill big-picture intent into tactical requirements and implement process improvements; embody human-centered design in product and process design.
Requirements
- High School Diploma, GED, or Equivalent Certification
- At least 5 years of experience in People Leadership
- At least 5 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
- At least 2 years of experience using Google Suite or Microsoft Office
