To manage the administration Ops Desk units such as Real Time, Scheduling, and Management Information System (MIS) operations of all supported processes and/or Lines of Businesses (LOBs). To analyze Operations’ performance trends to ensure quality and productivity is at optimal levels, aligned with business objectives and corporate standards.
Reviews the performance data of each Ops desk unit to ensure the accuracy, quality, and timeliness of deliverables of the respective departments
Analyzes department and site-wide performance trends to identify performance gaps and recommend action plans on achieving quality, productivity, and customer service delivery levels
Ensures an effective and appropriate data analysis and reporting information required for business decisions
Audit and Process Improvement
Monitors Ops desk units’ adherence to department guidelines, compliance regulations, policies and procedures by implementing the audit procedures
Supervises the Sr. Process Specialist’s periodic review of processes and procedures to ensure that improvements are implemented and communicated effectively
Guides the development and periodic review of the Operations Desk Standard Operations(SOP) Manual
Initiates people-related recommendations on hiring/firing, performance review, pay administration, and other administrative matters
Regularly verifies the Sr. Process Specialists’ alignment with the coaching model in providing process improvement feedback to Process Specialists
Ensures regular training and development of Sr. Process Specialists and Process Specialists to prepare succession planning for the team
Partners with HR to implement recruitment plans and to provide guidance on on-going business requirements
Monitors the team’s operational budget for headcount, staff amenities, and administrative requirements
Ensures documentation of business case to request for additional expenditure approval
May be assigned / rotated to other related sub-functions
Other job-related duties that may be assigned from time to time
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.
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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).