Senior Manager, Treasury Management Servicing

1307 Walt Whitman (22600), United States of America, Melville, New YorkSenior Manager, Treasury Management Servicing

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Commercial Ops role may be the role for you! You must be within 100 miles driving distance from one of our Capital One hub locations in Melville, NY, McLean, VA, Richmond, VA or Plano, TX.

As part of our Treasury Management Servicing team, we work with commercial clients, both proactively and reactively, to engage on all servicing needs. Our associates are on the frontline, delivering on our commitment to provide an exceptional client experience.  

At the Sr. Manager level, you will lead a call center in a dynamic, fast-paced environment. You will provide direction and coaching to your team to bring out the best in each individual as well as the team. You will be required to balance risk to Capital One while delivering an industry leading experience to clients. 

General Responsibilities:**** 

Leverage knowledge of treasury management products, process, project, risk and technology to help direct reports think and act differently when solving problems.

People Leadership

• This role will have direct accountability for 3 managers and 20+ indirect reports across geographies / time zones

• Empower, develop, coach, and recognize team to reach personal, professional, and team goals

• Stay connected and aware of team performance as it relates to people leadership, inclusion and engagement 

Client Experience

• Balancing people / process / risk decisions with impact to the client experience will be a critical success factor. The ideal candidate consistently utilizes customer-back design thinking in decision-making and regularly evaluates/strengthens how we measure the client experience

• Ability to identify customer pain points and work with team and/or partners  to find solutions

• Serves internal and external clients to resolve customer issues and escalations

• Ensures all service requests are processed per Service Level Agreements

Process Management

• Understand and own the client experience with process updates and changes 

• Analyze call center data and prepare reports for senior leadership

• Understand process performance through an overtime view of metrics and anomalies

• Learn and apply industry knowledge to improve our process

• Lead direct reports in creating a culture focused on daily and monthly performance

• Independently make connections to vision and create grounded recommendations

Project Management

• Work backwards from a 6-12 month destination when serving as customers for strategic and improvement projects

• Proactively provide clear, succinct updates to problems and progress using facts and data

• Keep internal and external stakeholders (client, sales, service, operations, product) informed of status, risk and issues to delivery

Risk Management

• When complaints, problems and/or issues arise, work with partners driving to root cause and identifying sustainable, repeatable solutions 

• Supports audits and examinations in the Treasury Management Servicing area

• Responsible for the upkeep and maintenance of policy and procedures 

• Working knowledge and tracking of top controls, risks and events/issues

Desired Attributes and Skills:****

To be successful in the role, associates should exhibit the following:

• Exceptional people leaders who embrace diversity and inclusion and who can lead transformational change

• Passionate about both delivering a great client experience and complying with laws and regulations

• Forward leaning into technology, automation, and emerging financial products

• Fluid in adapting to and embracing change for themselves and with others

• Intellectually curious, inquisitive, and open minded

• Integrated thinkers and creative problem solvers with impeccable judgment

• Exceptional and confident communicators, negotiators, and influencers

• Tenacious in pursuing and achieving their goals and objectives

• Motivated to achieve results through teamwork and collaboration

• Proactive about their own development and learning with an optimistic, growth mindset

Work at Home Technology Requirements:

• A secure home office environment that is free from background noise and distractions

• A reliable private internet connection that is not supplied by use cellular data (hot spot) 

  • Cable or fiber connections are preferred 

  • Internet service download speeds must be at least 5 mbps, with 10+ mbps preferred - check your download speed using a speed test. A sample one can be found here.  To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer. 

  • Sustained ability to maintain latency less than 250 ms in voice calls is required

• Hard wired connectivity is preferred, any use of wireless connectivity must be Private (non-public) and password protected through WPA2-PSK (AES) encryption. If you have any questions about your encryption, please consult with your internet provider

  • A private network is password protected where you have ownership or line of sight to every device on the network

• Capital One reserves the right to request proof of internet provider, speed and service package from the associate 

• Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. 

Candidates must live within 100 miles driving distance from one of our hub locations based in Melville, NY, McLean, VA, Richmond, VA or Plano, TX.

Basic Qualifications:**** 

• High School Diploma, GED or equivalent certification

• At least 5 years of experience in people management 

• At least 5 years of experience in customer service, client services, business process management or project management 

• At least 2 years of experience with Microsoft Office (Outlook, Excel, Word, PowerPoint) or Google Suite (Sheets, Slides, Docs)

Preferred Qualifications:**** 

• Bachelor’s Degree or Military experience

• 3+ years of experience managing a call center

• 6+ years of experience in customer service, client services, business process management or project management

• 4+ years of experience with Treasury Management

• 6+ years of experience in people management 

• Lean, Agile, Six Sigma or Project Management (PMP) certification

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

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.

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).