[Remote] Work From Home - Global Operations Coach, Senior Associate
Note: The job is a remote job and is open to candidates in USA. Capital One is a financial services company, and they are seeking a Senior Associate Coach within Global Operations. In this role, you will lead a team of suppliers and associates to enhance customer experiences while leveraging Generative AI tools for operational excellence.
Responsibilities
- Coach & Cultivate: Provide continuous, real-time feedback to drive high-quality customer experiences and career growth
- Performance Management: Own the full lifecycle of your team’s performance, from monthly scorecards and annual appraisals to daily morale and engagement
- Change Advocacy: Lead your team through process shifts and technological adoptions with a focus on resilience and excitement
- Drive Results: Be accountable for team-level business goals, including inventory throughput, loss rates, and efficiency metrics
- Strategic Compliance: Ensure all claim documentation and resolutions adhere strictly to regulatory commitments and internal policies
- Continuous Improvement: Manage "lean" operations by identifying bottlenecks and contributing to innovative solutions for the broader business unit
- AI Oversight: Monitor and audit AI-generated recommendations to ensure they align with the nuances of complex, "edge-case" customer situations
- Data Literacy: Interpret AI-driven outputs and multi-source data summaries to make rapid, informed decisions
- Critical Thinking: Train associates to distinguish between AI-generated suggestions and non-negotiable process/policy requirements
Skills
- High School Diploma, GED, or equivalent certification
- At least 2 years of experience in People Management
- At least 1 year of bank fraud experience
- Adaptive Leadership: Experience managing suppliers/contractors with a proven track record of maintaining high morale and performance
- Tech-Forward Mindset: Comfort with Generative AI tools and the ability to teach others how to use them as a 'co-pilot' rather than a crutch
- Analytical Sharpness: The ability to recognize patterns and anomalies that automated systems might overlook
- Exceptional Communication: Mastery of concise documentation and the ability to translate complex data into actionable feedback
- 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 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
- Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
- Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met
- Bachelor's Degree or Military Experience
- 5+ years experience in People Management
- 2+ years experience in Process Management
- 3+ years experience in bank fraud, disputes, or Regulation E
Benefits
- Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)
- 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.
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