Business Manager - Customer Resiliency Chief of Staff Team

McLean 2 (19052), United States of America, McLean, Virginia

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.

Business Manager - Customer Resiliency Chief of Staff Team

CR Overview

Customer Resiliency (CR) is a key enabler for the US Card business. It is a Service across Card that works with customers, once they become delinquent all the way till charge-off and beyond, to help them recover financially and pay off their debts. We are investing in new tools and capabilities to implement new ways of segmenting, engaging and supporting customers.

Chief of Staff (COS) team

The Customer Resiliency Chief of Staff & Strategic Initiatives team is a newly created function with the aim to support the leader of Customer Resiliency and her Leadership team (LT). Responsibilities of the team include:

  • Supporting the LT as they refine the strategy and priorities
  • Tackling high leverage but undefined business problems
  • Robust competitor intelligence and benchmarking
  • Creating, managing, and continuously improving the management system (e.g. MBRs, LT meetings, business reviews, focused deep dives on critical topics)
  • Leading content development for senior stakeholder meetings

Role on COS team

As a member of the Customer Resiliency Chief of Staff & Strategic Initiatives team, the candidate will need the following skills & experiences

1. Strategic thinking

2. Credit Analytics

3. Marketing Analytics

4. Product Analytics

As a member of the team, you will build on your quantitative problem-solving skills through rigorous analysis, segmentation, and/or diagnosis and monitoring. You will also build on your qualitative problem-solving skills through analysis of competitor strategies, customer research etc, to identify areas of leverage. Since our team is focused on driving higher customer engagement while driving bottom line impact, you'll develop a deep understanding of card economics at both a rolled-up, customer and vertical level, and be expected over time to draw clear connections between collections and recoveries intent and how it is impacting core customer and profitability metrics.

Basic Qualifications:
- Bachelor's Degree
- At least 2 years of experience in analysis

Preferred Qualifications:
- Master's Degree
- 5+ years of experience in analysis
- 2+ years of experience in financial services
- 1+ year of experience in consulting
- 2+ years of experience in people management

Capital One will consider sponsoring a new qualified applicant for employment authorization for this position.

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