Apply on Employer Site

Capital One · 2 months ago

Senior Operations Coach (Work from Home)

United States

Full-time

Remote

Mid, Senior Level

$93K/yr - $107K/yr

5+ years exp

Capital One is a financial services company that is seeking a Senior Operations Coach to lead a team of associates in the Enterprise Data Discrepancy Team. This role involves managing team productivity, supporting department objectives, and ensuring high levels of morale while engaging in the DIB journey to protect customers from financial crimes and AML compliance risk.

BankingCredit CardsFinanceFinancial Services

Comp. & Benefits

No H1B

Responsibilities

Driving process improvements with desired customer outcomes, in alignment with industry standards and meeting regulatory and legal requirements

Tracking and resolving process breakdowns

Developing and maintaining formal process documentation including procedures and process flow diagrams

Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions

Accountable for achieving business goals for a team

Provide continuous feedback and coaching to improve and maintain efficiency metrics, quality results and mitigate risks

Prepare and deliver monthly 10/10s with direct reports

Manage business level metrics (SLA, Quality, Risk) to high efficiency standards

Share in the accountability for business level functions (risk, cost, etc.)

Motivate and develop associates and help them achieve their career goals

Define and measure performance metrics and clearly communicate them to the associates

Assist with audits and deliver material requested in audits and exams with stakeholders across the organization

Qualification

CoachingPeople LeadershipProcess ManagementComplianceRisk ManagementGoogle SuiteMicrosoft OfficeTeam DevelopmentPerformance MetricsProcess Documentation