Senior Director, Horizontal Operations Lead, Fraud and Disputes Operations (Hybrid)

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

Senior Director, Horizontal Operations Lead, Fraud and Disputes Operations (Hybrid)

Capital One experiences more than $3B in attempted fraud and 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 as a Senior Director, Horizontal Operations Lead, Fraud and Disputes Operations, you will partner with Fraud and Disputes strategy and broader Channels teams to optimize the FDO (Fraud and Disputes Operations) network of 3600 global associates. The goal is to develop an efficient and nimble network that delivers consistently high quality in moments that matter.

Specific responsibilities will include:

• Partner with Channels horizontal teams to optimize the FDO footprint

• Partner with Channels horizontal teams to transform the FDO network through queue simplification and blending of call and case work

• Identify and implement strategies to improve agent quality

• Identify and implement strategies to increase agent productivity sustainably

• Identify and implement strategies that enable load balancing across the network in response to spikes in demand without compromising quality

• Support and influence upstream intent from Partnerships, Small Business etc.

• Demonstrate leadership at scale by leading a team of ~1,300 associates in multiple job families 

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

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

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

Influencing 

• Providing direction on the overarching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design

• Ensuring project 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 focuses 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

• Overseeing 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 

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

• Intimately understanding the heart of specific operations and represent the voice of that operation to your business partners

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 (Richmond VA, McLean VA, or Chicago IL) and the remainder of the week working virtually.

Basic Qualifications:

• High School Diploma, GED, or equivalent certification 

• At least 6 years of People Management experience

• At least 6 years of Process Management experience, Product Management experience, or Analyst experience

Preferred Qualifications:

• Bachelor’s Degree

• Process or Project Management certification (i.e. Scaled Agile, Lean, PMP)

• At least 7 years of Process Management experience

• At least 7 years of Project Management experience

• At least 7 years of People Management experience

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Illinois (Hybrid On-Site): $206,600 - $235,800 for Sr Director, Horizontal Operations Lead

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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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