Unlocking the Role of a Business Manager in Bank Voice Strategy
As the world continues to evolve digitally, the role of a business manager in the banking industry is also rapidly evolving, particularly in the realm of voice strategy. In this context, the business manager’s role is crucial to driving strategic decision-making processes that directly impact customer experiences. This article delves into the role of a Business Manager in Bank Voice Strategy at Capital One, a leading financial institution. This role is not just about overseeing operations but also about creating and implementing strategies that enhance the customer experience while maintaining operational efficiency.
Bank Voice Strategy Team at Capital One
At Capital One, the Bank Voice Strategy team is responsible for powering Call Center Operations for the Retail Bank. This team handles over 12 million customer calls every year and serves as internal consultants for the Bank’s top-level leadership. The team’s mission is to ensure that Capital One delivers high-quality, seamless customer experiences. Their role becomes even more critical as the bank continues to grow and integrate Discover.
Responsibilities of a Business Manager, Bank Voice Strategy
The role of a Business Manager in the Bank Voice Strategy team is multidimensional. It requires a combination of sophisticated quantitative analysis, strategic business intuition, collaborative brainstorming, creative problem-solving, and nuanced storytelling for executive audiences. Here are some of the key responsibilities:
- Technology Investment Evaluation: The manager assesses the impact of technology investments on customer experience and operational efficiency, and makes recommendations on investment prioritization.
- Operational Footprint Strategy: The role involves identifying the optimal geographic distribution for Bank Voice agents to drive improvements in service quality and operational efficiency.
- Strategic Analysis and Modeling: The manager leads the development of sophisticated models to determine the impact of strategic initiatives on call volume, operational expenditure, and customer experience.
- Discover Integration: The manager plays a key role in the Discover merger, identifying how the integration is impacting operations, and how to respond. They also support additional ad hoc analysis related to the integration.
- Storytelling: The manager investigates data trends to understand the underlying business story and communicates these insights to inform executive decision-making.
- Process Improvement: The manager identifies opportunities to increase automation, leverage technology enhancements/AI, and improve data tools within and beyond the Bank Voice team.
General Responsibilities of a Business Manager, Bank Voice Strategy
Apart from the above-mentioned specific responsibilities, a Business Manager in Bank Voice Strategy also undertakes some general responsibilities. These include strategic leadership, problem-solving, analytics, ownership, executive communication and storytelling, people leadership, and cross-functional stakeholder engagement.
Qualifications for a Business Manager, Bank Voice Strategy
To qualify for this role, a candidate must possess a Bachelor’s Degree in any quantitative field such as Business, Math, Economics, Finance, Statistics, Science, or Engineering, and must have at least 2 years of experience in analysis. Preferred qualifications include a Master’s Degree in a Business or quantitative field and additional years of experience in analysis, financial services, consulting, and people management.
It’s important to note that Capital One is an equal opportunity employer committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace and will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries.
If you’re interested in learning more about this role or applying, check out the original job posting Here.
