Senior Operations Coach (Work from Home)

Senior Operations Coach (Work from Home)

As a Senior Operations Coach - Principal Associate 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 :

Preferred Qualifications :

Work from Home Technology Requirements :

Work from Home Location Requirements :

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.