Senior Associate, Operations Coach - Debit Card Operations (Onsite)

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Duties and Responsibilities

• Responsible for directly managing 6 non exempt associates at our Richmond site

• Works with partner groups within Debit Card Operations value stream to drive process change and problem solve complex issues

• Analyzes and evaluates operational procedures, recommends and implements modifications to improve quality and efficiency

• Ability to work in a rapidly changing environment where priorities may shift frequently

• Actively develop, manage and coach direct reports on a daily basis

• Acts to ensure all service levels are met/exceeded

• Helps manage department's key operational metrics to include overtime, charge off rate and direct operating expense

• Manages projects across the team

Location: This role is an essential position and requires on site attendance in Richmond, Virginia

Basic Qualifications

• High School Diploma, GED or equivalent certification

• At least 3 years of call center operations or back office experience

• At least 1 year of people leadership experience

• At least 1 year of process management experience

• At least 2 years of experience using Google Suite or Microsoft Office

Preferred Qualifications

• At least 1 year of escalations experience

• At least 2 years of people leadership experience

• At least 2 years of process management experience

• At least 3 years of financial services 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.

Richmond, VA: $78,400 - $89,500 for Sr. Ops Associate

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.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital 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 (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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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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).