Senior Operations Coach (Work from Home)

Senior Operations Coach (Work From Home)

As a Senior Operations Coach in the Enterprise Data Discrepancy Team, you will lead a team of associates who support our AML partners. Creating excitement and maintaining high levels of morale through change are essential for leaders in this role. You will manage, develop and motivate a team of associates. You will own the team productivity and support department objectives and customer care to meet service level, quality, and customer experience goals. You will have opportunities to engage in the DIB journey and work to protect our customers and the bank from financial crimes and AML compliance risk.

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

Basic Qualifications

High School Diploma, GED, Equivalent Certification

At least 3 years of experience in Retail Bank

At least 2 years of Coaching, Mentoring, or People Leadership experience

At least 2 years of experience using Google Suite or Microsoft Office

At least 1 year of experience with Project or Process Management

Preferred Qualifications

Bachelor's Degree

At least 2 years of experience in Compliance or Risk Management

At least 5 years of Coaching, Mentoring, or People Leadership experience

At least 2 years of experience with Project or Process Management

Work From Home Technology Requirements

Secure home office environment that is free from background noise and distractions

Reliable private internet connection that is not supplied via cellular data or hotspot is required

A private network that is password protected where you have ownership or line of site sight to every device on the network

Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent / customer interactions

ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred

To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page

Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work From Home Location Requirements

This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California. At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Salary Information

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. Remote (Regardless of Location) : $93,400 - $106,600 for Sr. Operations Coach Richmond, VA : $93,400 - $106,600 for Sr. Operations Coach Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter. This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and / or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan. 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.