Work From Home Recovery Skip Unit Manager

Capital One • Plano, TX

2d • Remote

About The Position

Work From Home Recovery Skip Unit Manager As a Unit Manager at Capital One, you will lead a dynamic team of front line associates In Recovery Skip 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. General Responsibilities: Accountable for achieving business goals for a team of up to 25 associates within the 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 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 the unit manager 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 the team of associates Schedule: Monday - Friday 8:00am-5:00pm CST

Requirements

• High School Diploma, GED, or Equivalent Certification
• At least 3 years of Financial Industry experience
• At least 1 year of People Leadership experience
• At least 2 years of experience using Google Suite or Microsoft Office
• 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 site 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
• Capital One reserves the right to request proof of internet provider, speed and service package from the associate.
• Requirements are subject to change, as new systems and technology is delivered.
• Capital One reserves the right to modify internet service requirements with sixty (60) days notice.
• Internet Service Provider specs can change by provider and location within the US.
• If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
• This role is 100% work from home.
• We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories.
• Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

Nice To Haves

• Bachelor’s Degree or military experience
• At least 3 years of People Leadership experience
• At least 2 years of Auto Finance experience

Responsibilities

• Accountable for achieving business goals for a team of up to 25 associates within the 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 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 the unit manager
• 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 the team of associates

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED