Capital One Sr. Director, Head of Client Service - Commercial Real Estate in McLean, Virginia

NYC 299 Park Avenue (22957), United States of America, New York, New York

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.

Sr. Director, Head of Client Service - Commercial Real Estate

Commercial Operations (CML Ops) is one of the largest divisions in the Commercial Bank, this teams scope is horizontal across the bank and as such it supports numerous critical processes and transactions. By incubating innovative solutions and embracing technology, this team creates an unforgettable and unparalleled experience for our associates and clients. One of the most impactful groups in the CML Ops team is the Client Solutions team.

The Client Solutions team works with the Commercial Bank’s clients, both proactively and reactively for all of their servicing needs. All of our associates are on the frontline, delivering on our commitment to provide a beautiful client experience. We are growing and looking for great customer focused advocates to join the team. We are currently searching for a Sr. Director of Client Service - Commercial Real Estate.

Job Description & Ideal Candidate:

In this role you will be accountable for leading and developing a high performing team of Client Service Managers and Client Service Associates to deliver an exceptional service experience for clients, while meeting business goals and objectives.

Exceptional and decisive leadership, strategic vision, integrative problem solving, influencing, and advanced communication skills are critical for role success. Additionally, a “client first” work ethic and the desire to build win-win partnerships with multiple business stakeholders, while adapting to and leading change in a fast paced, dynamic environment are default essentials for this role. The ideal candidate will have:

  • Knowledge of Commercial Banking products and services

  • Confidence in hiring, leading, managing and building successful client service teams

  • Ability to mobilize internal networks and resources

  • Solid understanding of client success metrics, how to measure them and act upon them

  • Superior business acumen, communication and judgment

  • Client experience strategy and design proficiency

  • Broad end-to-end knowledge of client service

  • Proven track record of developing and executing on strategies that aim to deliver for clients in moments that matter and position service as the foundation of a world-class client experience

Basic Qualifications:

  • A Bachelor’s Degree or Military Experience

  • At least 7 years as a People Leader

Preferred Qualifications:

  • At least 5 years of experience in Commercial Banking (with knowledge of products and service offerings)

  • At least 2 years of prior experience in management or business consulting

  • At least 2 years of prior experience as an Operations or Business Analyst

  • A proven track record of developing and executing on strategies that aim to deliver for clients in moments that matter and position service as the foundation of a world-class client experience

  • Aptitude for hiring, leading, managing and building successful client service teams

  • Ability to mobilize internal networks and resources

  • Solid understanding of client success metrics, how to measure them and act upon them

  • Superior business acumen, communication and judgment

  • Client experience strategy and design proficiency

  • Broad end-to-end knowledge of client service

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