Sr. Unit Manager – Fraud Dispute Operations

Capital One
July 12, 2019
Tampa, FL
Job Type


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 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.

Sr. Unit Manager - Fraud Dispute Operations

At Capital One, we strive to create a world class experience for our customers. As a Sr. Unit Manager you have the opportunity to lead and develop a team of 4-6 Unit Managers who drive the dynamic teams of call center associates. Leading a team that is the first point of contact a customer may have to Capital One. You will be a strategic leader, accountable for achieving business goals for a specific element of business within Capital One. You will need to use your communication and storytelling skills to communicate to a diverse group of individuals from front line associates to leaders within the business.


  • Lead the performance of a team responsible for a specific element of a business. Requirements include managing a budget, achieving business goals, performance management, staffing plan development, and development of long term business goals/vision
  • Drive individual, team and department efficiency and productivity through effective and efficient metric management
  • Ensure compliance with all third-party management (TPM) requirements for repossession agent vendor network
  • Provide development to the leadership team and associates in the department. Uphold effective standards of performance management. Motivate associates and help them achieve their career aspirations
  • Establish the development and execution of repeatable, efficient processes within the team.
  • Maintain high levels of team and individual morale through change and development
  • Develop methods to encourage and implement process improvements
  • Execute quality monitoring requirements that deliver intent and customer satisfaction goals

Basic Qualifications

  • High School Diploma, GED or equivalent certification
  • At least 2 years of experience in call center management or operations management within financial services or another highly regulated industry

Preferred Qualifications

  • Bachelor’s Degree in Business Administration
  • At least 5 years of experience in managing a large team of 40+ operations or call center staff
  • At least 4 years of experience in call center management or operations management
  • At least 1 year of experience in process management
  • At least 1 year of experience in the vendor or third-party relationship management

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

Company Description

Capital One Financial Corporation, incorporated in July 21, 1994, is a diversified banking company focused primarily on consumer and commercial lending and deposit origination. Its principal business segments are Local Banking and National Lending. Local Banking includes consumer, small business and commercial deposits, and lending conducted within its branch network. The National Lending segment consists of three sub-segments: the U.S. Card sub-segment, which consists of domestic consumer credit and debit card activities; the Auto Finance sub-segment, which includes automobile and other motor vehicle financing activities, and the Global Financial Services sub-segment consisting of international lending activities, small business lending, installment loans, home loans, healthcare financing and other diversified activities. Capital One is an equal opportunity employer F/M/Disability/Veteran/Sexual Orientation/Gender Identity

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