Plano 3 (31063), United States of America, Plano, TexasPayments Back Office Channel Lead (Manager) - HybridThis manager would be responsible for running the Payments Back Office Channel. The back office channel comprises two teams, Payment Posting and Reconciliation. This role would be responsible for creating and executing a roadmap inclusive of process streamlining, staffing, offshore strategy, associate development & change management, escalation framework, customer experience mapping, process training documentation and event response.Responsibilities:
Coaching and leading 2-3 associates front line teams (35 Internal, 50 Vendor)
Lead team huddles, engage with your team, manage to a green scorecard
Creating and updating reporting that captures business health
Creating effective and transparent escalation paths
Identifying processes with offshore potential and executing where appropriate in a well managed way
Identifying process gaps and issues, correcting the issues, and then updating processes to prevent future issues and problems
Proven ability to partner and communicate across LOBs to deliver results
Motivate associates and help them achieve their career aspirations
Develop methods to encourage and implement process improvements
This position does require onsite attendance Location: This role is hybrid, where you will be expected to be in the office in Plano, TX for certain aspects of the role.Basic Qualifications:
Bachelor's degree or military experience
At least 3 years experience in people leadership
At least 3 years of customer service experience
At least 2 years of experience in Process Management
At least 2 years experience working with internal and external partner group
Preferred Qualifications:
At least 5 years of experience in People Leadership
At least 3 years of experience in Process Management
At least 3 years experience in back office processes and procedures
At least 5 years of experience working with cross functional teams
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 (https://www.capitalonecareers.com/benefits) . 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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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 RecruitingAccommodation@capitalone.com . 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 Careers@capitalone.comCapital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.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).
Full-time