Job Description

77 West Wacker Dr (35012), United States of America, Chicago, Illinois

Senior Director - Installment Lending Chief Operating Officer

The Installment Lending (IL) team is seeking an experienced leader with a blend of operations and product experience to join the team as our Chief Operating Officer. You should be passionate about both innovation and quality, as youll be responsible for creating the end-to-end processes that drive our business every day. . This is a unique opportunity, as in this role you will lead a large team responsible for end-to-end business processes -- everything from controls to vendor management to servicing quality.

The Installment Lending team is launching a Point of Sale lending product in 2021. Unlike many other Capital One products, the business will use a white label (3rd party) banking-as-a-service platform to bring this experience to life. As a new team, this role presents the opportunity to join the team on the ground floor and be part of the experience of bringing a new product to life. This role provides an opportunity for tremendous career growth as our product and the broader IL team grow in tandem.
Launching a new product in a way that is unique to Capital One necessitates the creation of new operational activities from top to bottom. We will need to launch a new servicing queue (front and back office), new process and quality practices (e.g., business continuity plans, change management processes, and process maps), and an entirely new control suite. Across these activities we will look to learn from existing Capital One practices, but the unique nature of our white label launch prevents us from leveraging processes one to one. The Point of Sale program pulls together expertise and deliverables from over 30 teams across the organization. In addition to building out our operations and well managed capabilities,the COO will be responsible for running a comprehensive program management organization that ensures all of the pieces involved in the launch of a financial product fit together, all necessary stakeholders weigh in on decisions, and that no balls are dropped. After launch our program will continue to oversee complicated integrations with Capital One platforms such as decisioning and customer servicing and facilitate the seamless launch of multiple merchant partnerships.
Broadly, the COO will be responsible for everything required to keep our Point of Sale product well managed as we launch, refine, and scale. You will build the foundation that allows our team to innovate with confidence.

Key responsibilities include:

* Coordinate the delivery of all aspects of our Point of Sale product through a comprehensive program management organization

* Lead the creation of process and quality practices to enable a well managed launch including: process mapping, change and issue management programs, and comprehensive testing plans

* Create, run, and improve a control suite to ensure our risks are mitigated, regulatory and corporate policies and met, and intent matches execution

* Oversee the remediation of any issues associated with a new product roll out

* Build and run a new front and back office servicing operation at a 3rd party (BPO)

* Manage vendor performance and relationships with the 5+ 3rd parties required to deliver our product

* Lead and grow an operations team of 25+ direct and indirect reports

* Establish a strong and inclusive culture within a rapidly expanding operations organization

You will be a key leader on the IL leadership team, and be a peer to some amazing coworkers that are passionate about delivering an innovative new product to our customers.
We are looking for an experienced operations leader with deep experience in a variety of operational areas across financial services. You will need to be a flexible thinker, able to apply your experience to new contexts, and always willing to jump in and solve whatever the most pressing program issue is. As COO you will have to thrive in a startup-like environment where everyone is asked to contribute in a myriad of ways and we must make constant prioritization decisions. We are looking for someone with a demonstrated ability to create inclusive and empowered teams and a track record of delivering complicated results within tight timelines.
If this type of work excites you, we want you!

Basic Qualifications:
Bachelor's degree or military experience
At least 8 years of experience in operations within the financial services, healthcare, telecom or pharmaceutical industry
At least 4 years of experience leading operations teams
At least 2 years of experience in control development and management of call center operations
At least 2 years of experience running programs that span multiple teams and accountability structures

Preferred Qualifications:
Experience in both financial call center operations and controls environments
Experience working on technical projects involving platform architecture decisions
Project Management Professional certifications

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