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Capital One · 7 hours ago

Senior Director, Global Partner Services, Contact Center Operations (Hybrid)

Richmond, VA

Full-time

Hybrid

Mid, Senior Level

$209K/yr - $238K/yr

5+ years exp

Capital One’s Customer Channels organization is seeking a talented Senior Director to lead our Global Partner Services team. In this role, you will lead and manage operations across a large-scale global network, ensuring operational excellence and managing relationships with partners while delivering on a strategic roadmap for the organization.

BankingCredit CardsFinanceFinancial Services

Comp. & Benefits

No H1B

Responsibilities

Ensure consistent and high-quality service delivery from our global partners; develop and implement a performance management strategy that appropriately recognizes performance wins or opportunities

Partner closely with key operational stakeholders to ensure transparency into performance, alignment on goals and expectations, and provide roadmap for delivery on key operational intent

Identify and implement strategies to improve agent performance

Partner with Global Workforce and Footprint Strategy teams to identify opportunities for optimization and cost efficiency in the global operations footprint

Support and influence upstream intent from key stakeholders and customers

Demonstrate leadership at scale: as a people leader of ~3 direct reports, and leader of leaders (roughly 7-10 skip-level reports) and associates across multiple geographies, you will demonstrate a passion for guiding and supporting others to bring out the best in every team member

Responsible for ensuring exceptional performance, driving operational efficiency, while meeting all compliance and risk requirements

Monitor internal and industry trends to measure effectiveness

Manage relationships with third-party suppliers, ensuring contractual obligations are met

Collaborate with internal partners to take appropriate action where necessary to address performance or contractual misses

Ensure compliance with all operational standards (risk, regulatory, legal, operating expenditure, etc) and partner appropriately to develop robust business continuity plans

Proactively identify and mitigate potential risks related to supply disruptions, geopolitical factors, or changes in market conditions

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

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

Developing and implementing strategic plans to achieve business objectives and deliver on the expectations of our stakeholders

Monitor performance against goals and develop and execute strategies to address underperformance

Partnering closely with key stakeholders to ensure the Global Partner Services team is represented in the ideation, design and execution of their objectives through intent delivery and operational readiness

Setting and delivering on the specific strategic agenda for the Global Supplier Operations team

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

Build and manage strong, trusted relationships with supplier partners and stakeholders across the organization

Creating and delivering presentations to senior leadership. Guiding and influencing senior leadership discussions and decisions

Share insights and point of view on overall supplier performance to Footprint team to help shape future strategy

Identify new drivers of efficiency and continue to influence innovation and transformation in a complex dynamic environment

Provide input to key leadership in support of contract negotiations and renewals

Foster a collaborative and inclusive work environment that encourages creativity, innovation, and professional growth

Demonstrate strong people leadership skills. Lead, mentor, and develop a diverse team of both exempt and non-exempt associates across multiple locations

Recognize opportunities to optimize organizational structure and quickly implement well-managed strategies for maximum efficiencies

As a people leader of ~3 direct reports, and leader of leaders (roughly 7-10 skip-level reports) and associates across multiple geographies, you will demonstrate a passion for guiding and supporting others to bring out the best in every team member

Collaborate with stakeholders to understand their operational needs, address concerns, and align Global Partner Services strategies with overall business objectives

Ensure transparency into supplier performance with stakeholders through a well-defined management system and set of reporting tools. Communicate action plans as necessary to address performance opportunities

Consulting with stakeholders to understand complex problems and focus on bringing issues to resolution, horizontal influence, and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines

Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders

Collaborate with cross-functional teams to identify opportunities for process improvement

Work closely with partners to evaluate relationships and gather feedback that can improve overall partnership

Qualification

People LeadershipContact Center OperationsRisk ManagementProject ManagementFinancial ServicesProcess ManagementSupplier ManagementStrategic PlanningAnalyticalCustomer-CentricCuriosityTech FluencyCommunication