Senior Director of Global Supplier Operations (McLean)

Senior Director of Global Supplier Operations

Join to apply for the Senior Director of Global Supplier Operations role at Capital One

Senior Director of Global Supplier Operations

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Capital One’s Customer Channels organization is seeking a talented Senior Director to lead our Global Supplier Operations team. In this role, you will play a pivotal role in leading and managing our operations team across our global network. Your responsibilities will include ensuring operational excellence, managing relationships with our partners, collaborating closely with internal stakeholders and customers to ensure expectations are exceeded, and delivering on a strategic roadmap for the organization. This position requires a strategic mindset, excellent communication skills, a passion for people leadership, and a proven track record of delivering results in a complex and dynamic environment.
Specific responsibilities will include:

• Ensure consistent and high-quality service delivery from our global partners; develop and implement a performance management strategy that appropriately recognizes performance wins or opportunities
• Partner closely with key operational stakeholders to ensure transparency into performance, alignment on goals and expectations, and provide roadmap for delivery on key operational intent
• Identify and implement strategies to improve agent performance
• Partner with Global Workforce and Footprint Strategy teams to identify opportunities for optimization and cost efficiency in the global operations footprint
• Support and influence upstream intent from key stakeholders and customers
• Demonstrate leadership at scale: as a people leader, and leader of leaders and associates across multiple geographies, you will demonstrate a passion for guiding and supporting others to bring out the best in every team member.
  

• Responsible for ensuring exceptional performance, driving operational efficiency, while meeting all compliance and risk requirements
• Monitor internal and industry trends to measure effectiveness
• Manage relationships with third-party suppliers, ensuring contractual obligations are met. Collaborate with internal partners to take appropriate action where necessary to address performance or contractual misses.
• Ensure compliance with all operational standards (risk, regulatory, legal, OPEX, etc) and partner appropriately to develop robust business continuity plans
• Proactively identify and mitigate potential risks related to supply disruptions, geopolitical factors, or changes in market conditions.
• Distilling big picture intent into tactical requirements and implementation plan and executing process efficiency
• Intimately understanding the heart of specific operations and represent the voice of that operation to your business partners
  

• Developing and implementing strategic plans to achieve business objectives and deliver on the expectations of our stakeholders
• Monitor performance against goals and develop and execute strategies to address underperformance
• Partnering closely with key stakeholders to ensure the Global Supplier Operations team is represented in the ideation, design and execution of their objectives through intent delivery and operational readiness
• Setting and delivering on the specific strategic agenda for the Global Supplier Operations team
• Owning high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery
  

• Build and manage strong, trusted relationships with supplier partners and stakeholders across the organization
• Creating and delivering presentations to senior leadership. Guiding and influencing senior leadership discussions and decisions
• Share insights and point of view on overall supplier performance to Global Supplier Operations Footprint team to help shape future strategy
• Identify new drivers of efficiency and continue to influence innovation and transformation in a complex dynamic environment
• Provide input to key leadership in support of contract negotiations and renewals
  

• Foster a collaborative and inclusive work environment that encourages creativity, innovation, and professional growth.
• Demonstrate strong people leadership skills. Lead, mentor, and develop a diverse team of both exempt and non-exempt associates across multiple locations.
• Recognize opportunities to optimize organizational structure and quickly implement well-managed strategies for maximum efficiencies
• As a people leader, and leader of leaders, you will demonstrate a passion for guiding and supporting others to bring out the best in every team member
  

• Collaborate with stakeholders to understand their operational needs, address concerns, and align Global Supplier Operations strategies with overall business objectives.
• Ensure transparency into supplier performance with stakeholders through a well-defined management system and set of reporting tools. Communicate action plans as necessary to address performance opportunities.
• Consulting with stakeholders to understand complex problems and focus on bringing issues to resolution, horizontal influence, and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines.
  

• Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders
• Collaborate with cross-functional teams to identify opportunities for process improvement
• Work closely with partners to evaluate relationships and gather feedback that can improve overall partnership.
  

• Leadership- Influencing, challenging, and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management
• Tech Fluency- The role does not require technical skills (e.g. coding) but you need to understand how to harness evolving technology to drive business outcomes. Further, you will be diving into problems with Business Analysts, Operations, and Tech teams and the ability to speak their language is critical to collaboration and consensus building
• Curiosity- You have a curiosity to challenge the way things work and are capable of thinking outside of the box to develop and advocate for transformative solutions.
• Results Focus- You have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and believe in iterative delivery with a focus on results
• Communication- You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform, and influence outcomes. They know your priorities and why you are doing what you are doing
• Analytical- Ability to access and leverage data to build compelling stories of where the leverage is and what investments will deliver the best outcome for our customers and stakeholders
• Customer-Centric- You lead with human-centered design as the basis for decision making and influencing outcomes
  

• High School Diploma, GED, or Equivalent Certification
• At least 5 years of Financial Services experience or Operations leadership experience
• At least 5 years of People Leadership experience
• At least 5 years of Process Management or Project Management Experience
• At least 4 years of experience leading Contact Center Operations or Partnering with Suppliers
• At least 2 years of experience using Google Suite or Microsoft Office
• At least 3 years of experience with Risk Management
  

• Bachelor's Degree or military experience
• 6+ years of experience leading business process or supplier operations and supplier relationships
• PMP, Lean, Agile or Six Sigma certification
• 8+ years of financial services experience
• 10+ years of people leadership experience
• 8+ years of operations leadership experience
• 8+ years of process or project management experience
• 5+ years of experience with risk management or compliance
• 3+ years of experience lead