Bank by Mail Coach - Onsite
This role supports Bank by Mail & document scanning in Richmond, VA. This coach will manage a team of non-exempt associates who manage operational, call center or production processes. This includes team performance, providing performance metrics to associates, and communicating team results to management. The Coach will facilitate team meetings and daily standups while ensuring daily service level metrics are met. They are also accountable for maintaining internal staffing needs which includes working with leaders to coordinate with internal/external resources to set staffing requirements to meet performance targets.
The right candidate will have
- Resilient and able to initiate change in a fast paced environment
- An understanding of risk management and governance principles and familiarity with the processes and controls that govern these activities
- The ability to organize, prioritize, and manage multiple projects and deliverables
- Solid analytical and investigative skills
- A proven track record in driving high quality and timely results
- The ability to work autonomously in a dynamically changing environment
- Demonstrated business maturity with the ability to effectively communicate and influence stakeholders within all levels of the organization, establish and maintain positive relationships
- Solid interpersonal and conflict resolution skills
- Strong judgment and knowledge of when to escalate with appropriate stakeholders before issues arise
Want more jobs like this?
Get Business Operations jobs in Richmond, VA delivered to your inbox every week.
Your Responsibilities
- Oversee non-customer facing branch operations, ensuring efficiency and compliance are met
- Ability to lead, coach, and develop associates to improve individual performance maintaining operational goals
- Lead a cross functional relationships to ensure regulatory requirements are met
- Managing multiple priorities while partnering, collaborating and influencing upstream and downstream processes to deliver results
- Resolve complex inquiries, procedures, and processes by identifying escalations
- Develop and implement strategies while anticipating potential risk and developing a contingency plan
- Ability to work in a rapidly changing environment where priorities may shift frequently
- Analyzes and evaluates operational procedures, recommends and implements modifications to improve quality and efficiency
- Lead conversations with senior leadership with department updates and introducing process improvements strategies
- Foster an inclusive environment of adaptability and forward thinking
- Reviews internal and external complaint-related customer inquiries
- May include lifting upwards of 20 lbs. on a weekly basis
General Responsibilities
- Manage team of associates
- Coach and develop associates
- Improve associate experience
- Drive results to meet performance expectations
- Facilitate team meetings
- Administrative management duties such as time card approval, performance reviews and performance scorecard delivery
Location: This position does require onsite attendance in Richmond, Virginia
Basic Qualifications
- High school diploma, GED, or equivalent certification
- At least 1 year of project or process management experience
- At least 2 years of call center operations or back office experience
- At least 1 year of coaching or mentoring or people leadership experience
- At least 1 year experience using Microsoft Office or Google Suite
Preferred Qualifications
- At least 2 years in people leadership experience
- At least 1 year experience with payment processing
- At least 1 year of retail bank or branch banking experience
- At least 2 years of project or process management experience
- At least 3 years of call center operations or back office experience
More Benefits, More Health, More Wealth, and More Life
Capital One believes in encouraging you to fill up your cup and come back fresh. Combine that with above and beyond benefits and you might be onto something.
- Medical, Dental, Vision, Prescription coverage Day 1
- Flexible Schedule Options
- Paid Time Off
- Wellbeing offerings such as backup childcare and Mental Wellness support
- Tuition Reimbursement
- Paid Training and Development offered quarterly
- Flexible Spending Account
- Life Insurance
- Disability Insurance
- 401 K and Stock Purchase Plan
At Capital One, we strive to attract the best people to give them the opportunity to be great."
-Rich D. Fairbank, Chairman, Founder and CEO
We believe in the Power of one
Work & Culture at Capital One
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
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.
Richmond, VA: $78,400 - $89,500 for 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. 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.com
Capital 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).