Café Operations Specialist

Los Angeles Downtown Cafe (61026), United States of America, Los Angeles, California
Café Operations Specialist
Capital One, a Fortune 500 company and one of the nation's top 10 banks, is one of the largest, most analytically sophisticated Financial Services providers in the world. We offer a broad spectrum of financial products and services to consumers, small businesses and commercial clients. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company and a great place to work.
As an Operations Specialist, you will:

• Have the opportunity to use your operational, analytical and people skills to ensure Cafés operate in an efficient manner ultimately providing superior service to those who visit our cafés
• Support the leadership team in driving Operational Excellence for a group of cafés within a designated geographic area
• Achieve desired results through sound attention to detail, in-the-moment problem solving, continuous process improvement and clear communication with café associates in accordance with company policies and procedures
• Remain up-to-date on designated operational and audit processes while ensuring alignment with an exceptional customer experience
• Report to the Regional Operations Manager and will support the overall Bank operational vision

Core Functions of Region Support & General Responsibilities:
Leadership:

• Serve as subject matter expert and as a focal point for communication to and from the Capital One cafés in areas included, but not limited to operational effectiveness, best practices, controls, compliance, risk management, transaction process, policies, procedures and customer experience.
• Serve as a extended member of the café leadership team and provide sound judgment to new and existing policies, procedures, & escalations
• Drive regional continuous operational improvement & innovation in a customer centric culture
• Meet and set performance goals for self & region

Guidance:

• Provide emergency and active incident support to assigned cafés while elevating issues to appropriate partners throughout the business to remediate issues; Most cafés are open 7 days a week.
• Provide operational guidance through mentoring and oversight to café associates and leaders, including designing and delivering operational training of associates
• Participate in initiatives as assigned by the operations management team, serving as a change agent to ensure quality of execution

Monitoring:

• Conduct reviews on assigned cafés in effort to help them meet regulatory, compliance and operational performance objectives via proactive assessment and hands-on involvement in current practices
• Communicate key information to leadership in a clear, concise, and direct manner
• Utilize operational metrics and sound analytics to identify control weaknesses, trends and/or processing issues
• Create and execute plans to address/mitigate weaknesses, negative trending or processing issues

Connections:

• Work with partners to mitigate losses and/or material risk exposures including regulatory, reputational and operational risk
• Maintain and foster relationships with key lines of business partners throughout the organization
• Collaborate with peers and partners to enhance operational processes and the overall customer experience
• Travel within an assigned geographic area through various modes of transportation (drive, fly, & other available public transportation)

An ideal candidate will be/possess:

• A brand advocate with warmth and friendliness
• Passionate about delivering a great experience for our external customers while fostering great relationships within Capital One
• Driven & self-motivated to learn and self-direct
• Community focused and excited to learn/retain information
• Comfortable with ambiguity; see work as play, and ready to tackle problems that arise
• Proven experience in project management, process management or business analysis, with an understanding of value of customer experience and safety within the retail space
• Analytical skills and the ability to interpret data to identify trends and patterns
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
• Detail-oriented and highly organized, with the ability to manage multiple tasks simultaneously
• Strong technical skills using google studio (i.e. sheets, slides, docs), zoom, and tableau

Basic Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 2 years of retail operations experience
• At least 2 years of experience using Microsoft Office Suite or Google Suite

Preferred Qualifications:

• Bachelor's degree or military experience
• At least 3 years of bank operations experience
• At least 1 year of supervisory experience
• At least 1 year of experience creating monthly business reviews or reports/newsletters based on trends and patterns
• At least 1 year of process, analytics, risk, or project management experience

At this time, Capital One will not sponsor a new applicant for employment authorization for this position. No agencies please.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Los Angeles (incl. Newport Beach), California (Hybrid On-Site): $103,900 - $118,600 for Operations Specialist
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
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.
This role is expected to accept applications for a minimum of 5 business days.
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 (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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 [email protected] . 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 [email protected]
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).