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.
Manager - ATM Vendor Operations
The Capital One ATM and Kiosk Channel is looking for a well-qualified Process Manager to drive process management efforts and improvements in the daily management operations of vendor repairs and emergency cash replenishments. Our primary goal is to ensure we provide reliable access, functionality, and funds availability for customers. Capital One currently has ~ 2,000 ATMs throughout its national banking footprint.
This Process Manger reports to the Head of ATM and Kiosk Channel Operations. As the ATM Vendor Service Steward, you will lead a team that builds relationships with key vendors across the channel (Original Equipment Manufacturers, Armored Couriers, etc.) to improve daily vendor reliability, contract adherence, and straight through processing of settlements, repairs and replenishments. This includes engaging with Line of Business Partners in Bank Operations, Accounting, and IT on strategy, individual enhancement implementation strategies and test design, and vendor performance measurement and focus on high availability of the ATM. This position has a key role in ensuring the bank reaches its vision for migrating teller transactions to the ATM Channel.
This is a fast-paced operational environment, so the ideal candidate will be able to juggle multiple priorities, is extremely detail oriented and is comfortable communicating with a broad audience.
The roles and responsibilities for this position include the following:
ATM Vendor Strategy
Drive the evolution of the vendor resolution value chain and capabilities roadmap, defining a resolution test and learn approach, channel service goals and end to end performance metrics, technical/process requirements to support channel migration, and business performance reporting
Work with senior leaders in the organization and in five key vendor organizations to garner support for key vendor enhancements to grow ATM usage and engagement of cross functional teams (e.g. telecom, consolidation server, item processing, returns, fraud, claims, and online)
Drive cross-functional efforts to build out ATM resolution strategies and capabilities, sponsoring pilots for early test and learn with vendors
Support ATM Operations Management in achieving a well-managed status for ATM end-to-end daily vendor resolution and settlement processes
Define the performance assessment framework and set risk adjusted benchmarks by vendor and placement
Act as SME for how technology is used to manage ATM vendor risk
ATM Vendor Performance Management
Help vendors find ways to improve accuracy and cycle time while maintaining a highly available system to ensure customer ATM engagement
Deliver BPM, Lean, and 6 sigma improvement efforts throughout the value stream
Partner with product, technology, and operations teams on determining what changes are needed for highly available, accurate, and timely resolutions to both maximize channel engagement and increase migration
Team management and leadership
Lead, manage, and motivate a team of associates.
Partner within and across functions to achieve goals and strategies.
Co-lead cross functional efforts to drive integrated strategies and people/technology mix to optimize performance.
Socialize and share best practices and learnings broadly across other delivery channels, including senior management, operations managers, and lines of business to achieve goals for the enterprise.
The ideal candidate will possess the following:
Accounting settlement flows and tools used to track transaction cash and check processes
Functional knowledge of ATM industry product development; ability to stay informed on associated vendor changes and industry trends
Ability to use a continuous improvement approach to develop and enhance policies, procedures, and business initiatives
Results driven approach and ability to work independently
Willingness to conduct some business travel (10%)
Comfort level working with remote partners and vendors
ATM operating rules and regulations, governmental regulations, a solid knowledge of ATM services’ various networks and processing relationships
Ability to stay informed on associated regulatory changes and industry trends
Excellent communication and presentation skills both verbal and written and at all organizational levels
Demonstrated strong strategic and analytical skills; utilizing and interpreting data and analytics to quantify and improve vendor results
Bachelor’s Degree or military experience
At least 2 years of people management experience
At least 2 years of ATM operations experience
At least 2 years of transaction settlement experience
Master's Degree in Engineering, or Math, or Finance, or Business, or Economics, or Science
Lean, or Agile, or Six Sigma, or Business Process Management certification
At least 1 year of Branch Operations Experience
At least 1 year of Supply Chain Management Experience
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. 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.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
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).
About Capital One
At Capital One, we dare to dream, disrupt, and deliver a better way. Our goal is simple – bring ingenuity, simplicity, and humanity to an industry ripe for change. Founder-led, Capital One is on a mission to change banking for good and to help people live their best lives. Together, we will build one of America’s leading information-based technology companies. Join us.