[Remote] Work From Home - Global Operations Coach, Senior Associate

Note: The job is a remote job and is open to candidates in USA. Capital One is a financial services company, and they are seeking a Senior Associate Coach within Global Operations. In this role, you will lead a team of suppliers and associates to enhance customer experiences while leveraging Generative AI tools for operational excellence.ResponsibilitiesCoach & Cultivate: Provide continuous, real-time feedback to drive high-quality customer experiences and career growthPerformance Management: Own the full lifecycle of your team’s performance, from monthly scorecards and annual appraisals to daily morale and engagementChange Advocacy: Lead your team through process shifts and technological adoptions with a focus on resilience and excitementDrive Results: Be accountable for team-level business goals, including inventory throughput, loss rates, and efficiency metricsStrategic Compliance: Ensure all claim documentation and resolutions adhere strictly to regulatory commitments and internal policiesContinuous Improvement: Manage "lean" operations by identifying bottlenecks and contributing to innovative solutions for the broader business unitAI Oversight: Monitor and audit AI-generated recommendations to ensure they align with the nuances of complex, "edge-case" customer situationsData Literacy: Interpret AI-driven outputs and multi-source data summaries to make rapid, informed decisionsCritical Thinking: Train associates to distinguish between AI-generated suggestions and non-negotiable process/policy requirementsSkillsHigh School Diploma, GED, or equivalent certificationAt least 2 years of experience in People ManagementAt least 1 year of bank fraud experienceAdaptive Leadership: Experience managing suppliers/contractors with a proven track record of maintaining high morale and performanceTech-Forward Mindset: Comfort with Generative AI tools and the ability to teach others how to use them as a 'co-pilot' rather than a crutchAnalytical Sharpness: The ability to recognize patterns and anomalies that automated systems might overlookExceptional Communication: Mastery of concise documentation and the ability to translate complex data into actionable feedbackSecure home office environment that is free from background noise and distractionsReliable private internet connection that is not supplied via cellular data or hotspot is requiredA private network that is password protected where you have ownership or line of sight to every device on the networkInternet 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 interactionsAssociates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet providerBoth Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are metBachelor's Degree or Military Experience5+ years experience in People Management2+ years experience in Process Management3+ years experience in bank fraud, disputes, or Regulation EBenefitsPerformance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)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.Company OverviewCapital One is a financial services company that provides banking, credit card, auto loan, savings, and commercial banking services. It was founded in 1994, and is headquartered in Mclean, Virginia, USA, with a workforce of 10001+ employees. Its website is http://www.capitalone.com.