Director, KYC Operations; Hybrid

Job Overview

Capital One’s Retail Bank Operations organization is seeking a talented senior leader to lead the KYC Operations teams. These teams are focused on the execution and management of operational processes tied to newly originated consumer and small business deposit accounts, to include account review, Know Your Customer (KYC) and Anti‑Money Laundering (AML) processes. The Director, KYC operations needs to demonstrate a track record of improving complex processes resulting in savings for the company in a highly regulated environment.

This individual must be able to effectively communicate and influence the team and partners across the company and across multiple levels of the organization. The individual must demonstrate strong analytical skills, attention to detail, and be well versed in AML and KYC compliance requirements. The ability to adapt to a dynamic, agile environment is also essential to succeeding in this role.

This individual must display strong leadership skills and be able to drive and motivate a diverse team to deliver breakthrough results.

• Oversee all aspects of KYC Operations, the continuous process improvement and automation agenda, 2nd and 3rd line stakeholder engagement.
• Lead the team to deliver against daily production metrics, regulatory requirements, customer requests, and strategic initiatives in a well managed way.
• Monitor internal (e.g., complaints, quality assurance, and general leaders) and industry trends to measure effectiveness.
• Identify new drivers of efficiency and continue to influence innovation and transformation in a complex dynamic environment.
• Influence operational and system changes to deliver against changing industry and regulatory requirements that impact critical business processes.
• Foster proper infrastructure and controls to proactively identify and minimize key operational, financial, regulatory, and customer experience risks.
• Drive results, while creating an inclusive, empowering, and inspiring work environment for all employees.
• Demonstrate strong people leadership skills. Effectively lead a large organization consisting of both exempt and non‑exempt associates and contractors across multiple locations.

• Strategic Orientation – Ability to design and leverage strategic operational strategies across multiple processes. Strategic thinker who can effectively design, influence and execute against strategic initiatives and complex problems.
• Results Focused – Proven track record in delivering high quality results and executing consistently well managed operations.
• Communication – Highly effective communicator with the ability to communicate complex content at various levels.
• Problem Solving – Strong analytical problem solving skills; demonstrated ability to leverage data, judgment, and experience to make complex decisions.
• Collaboration, Influencing and Leadership – Team player with management experience; solid track record of influencing others, building partnerships, and ability to interact with all levels of the organization. Serve as an inspiring role model, a leader the team wants to emulate; inspire followership, associate growth, and excitement around the vision and future. Ability to attract and retain top talent for the organization.

Sr. Director, Bank Operations

West Creek 5 (Richmond, VA) or Center 2 (McLean, VA) or Plano 3 (Plano, TX) or Riverwoods (Riverwoods, IL) – this role is Hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

• Bachelor's Degree or military experience
• At least 5 years of financial services experience
• At least 5 years of people management experience
• At least 5 years of operations management experience
• At least 3 years of process and project management experience
• At least 3 years of experience overseeing regulatory requirements or risk management
• At least 3 years of experience managing customer communications
• At least 5 years of relationship management experience

• Master's degree
• At least 4 years of experience working with AML/BSA KYC regulations
• PMP, Lean, Agile or…