Capital One Unit Manager in Chester, Virginia

James River Center 2 (12041), United States of America, Chester, Virginia

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Unit Manager

Do you inspire your team to greatness? Are you passionate about customer’s experiences? We want to hear from you!

As a Unit Manager at Capital One, you will lead a dynamic team of front line associates who are the face of Capital One for our customers. Creating excitement and maintaining high levels of morale through change are essential for leaders within Capital One. Unit Managers manage, develop and motivate an internal team of 15 - 25 associates and strive to exceed standards of customer service and experience.

Recoveries associates reach our customers who have charged-off accounts and help them recover and rebuild. The Recoveries Department is part of Customer Resiliency which is committed to supporting our customers each step along their journey and provide world-class experience at each touchpoint. As a Unit Manager in Recoveries, you will be responsible to coach, develop, and motivate a team of associates to meet the needs of their customers which includes servicing their questions/concerns as well as helping them resolve their debts. You should be able to lead a diverse team of individuals to accomplish our department objectives relative to NPS, quality, efficiencies, and revenue.

General Responsibilities:

Create excitement and maintain high level of morale and engagement through change is essential

  • Accountable for achieving business goals for a team of up to 25 associates within unit.

  • Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics.

  • Manage business level metrics to achieve high efficiency, effectiveness, and customer experience standards.

  • Share in the accountability for a business level function team (Logistics, quality, innovation, morale).

  • Motivate and develop associates and help them achieve their career aspirations.

  • Execute flawless management of projects assigned to unit.

  • Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc.

  • Define and measure performance metrics (incentives, monthly scorecards, annual appraisal) and clearly communicate to team. associates

Basic Qualifications:

  • High School Diploma, GED, equivalent certification or military experience

  • At least 2 years of experience in People Management

Preferred Qualifications:

  • Bachelor’s Degree

  • 5 years experience in People Management

  • 2 years experience in Process Management

  • Lean, Six Sigma certification

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