Capital One Unit Manager - Customer Care in Plano, Texas

Plano 5 (31065), United States of America, Plano, Texas

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Unit Manager - Customer Care

As a Unit Manager at Capital One, you will lead a dynamic team of front line associates who are the face of Capital One for our customers. Creating excitement and maintaining high levels of morale through change are essential for leaders within Capital One. Unit Managers manage, develop and motivate an internal team of 15 - 25 associates and strive to exceed standards of customer service and experience. Responsibilities: - Accountable for achieving business goals for a team of up to 25 associates within unit. - Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics. - Prepare and deliver monthly performance reviews for direct reports. - Manage business level metrics (pen rates, occupancy) to high efficiency standards. - Share in the accountability for a business level function team (Logistics, quality, innovation, morale). - Motivate and develop associates and help them achieve their career aspirations. - Execute flawless management of projects assigned to unit. - Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc. - Define and measure performance metrics (incentives, monthly scorecards, annual appraisal) and clearly communicate to team. Level: Sr. Associate As a Unit Manager at Capital One, you will lead a dynamic team of front line associates who are the face of Capital One for our customers. Creating excitement and maintaining high levels of morale through change are essential for leaders within Capital One. Unit Managers manage, develop and motivate an internal team of 15 - 25 associates and strive to exceed standards of customer service and experience. Responsibilities: - Accountable for achieving business goals for a team of up to 25 associates within unit. - Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics. - Prepare and deliver monthly performance reviews for direct reports. - Manage business level metrics (pen rates, occupancy) to high efficiency standards. - Share in the accountability for a business level function team (Logistics, quality, innovation, morale). - Motivate and develop associates and help them achieve their career aspirations. - Execute flawless management of projects assigned to unit. - Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc. - Define and measure performance metrics (incentives, monthly scorecards, annual appraisal) and clearly communicate to team. Basic Qualifications: - High School Diploma, GED, equivalent certification or military experience - At least 2 years of experience in People Management Preferred Qualifications: - Bachelors Degree - 5 years experience in People Management - 2 years experience in Process Management - Lean, Six Sigma - Auto Finance experience At this time, Capital One will not sponsor a new applicant for employment authorization for this position.