Sr. Unit Manager, Dealer Recovery Group and Back-End Early Payoff (Hybrid)
The Sr. Unit Manager of the Dealer Recovery Group and Back-End Early Payoff team is a strategic leader accountable for achieving core business goals for the Move On Experience within Capital One Auto Servicing. The role involves managing, leading, developing, and motivating teams, which may consist of call center and back office associates as well as vendor performance across global sites. The team is focused on delivering iconic experiences for both our dealers and end consumers. A key requirement is creating excitement, maintaining high levels of team and individual morale, and leading optimistically through change.
General Responsibilities:
Performance & Metrics Management:
- Accountable for achieving business goals and consistently meeting or exceeding all performance objectives
- Drive individual, team, and department efficiency and productivity through the effective and efficient management of business level metrics
- Consistently monitor and manage metrics daily, weekly, and monthly
- Define, measure, and clearly communicate performance metrics (including incentives, scorecards, and annual appraisals) to team associates
- Prepare and deliver routine performance reviews for direct reports
- Own performance and report out business results in monthly experience level reviews (MBR)
Leadership & Development:
- Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness, and efficiency metrics
- Motivate and develop associates and help them achieve their career aspirations
- Build and maintain an engaging culture of inclusion, empowerment, and enablement
Strategy & Process Improvement:
- Manage the team's budget, staffing plan, and local operations strategy and roadmap, driving execution throughout the year
- Develop methods to discover, encourage, and implement process improvements
- Establish the development and execution of repeatable, efficient processes within the team
- Execute flawless management of assigned projects and ensure timely completion of administrative responsibilities (e.g., time cards, team meetings)
This position does require onsite attendance Location: This role is hybrid, where you will be expected to be in the office in Plano, TX for certain aspects of the role.
Basic Qualifications:
- High School Diploma, GED or Equivalent Certification
- At least 3 years of People Leadership experience
- At least 3 years of Auto Finance experience
- At least 3 years of Call Center Customer Service or Call Center Back Office experience
- At least 3 years of experience using Google Suite or Microsoft Office
Preferred Qualifications:
- At least 5 years of People Leadership experience
- At least 5 years of Auto Finance experience
- At least 2 years of Process or Project Management experience
- At least 1 year experience working with external Vendors
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Plano, TX: $98,900 - $112,900 for Sr. Unit Manager
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).