Jacob Babb Email & Phone Number

•Lead the Debit Card Operations team of 17 associates, consisting of both exempt and non-exempt associates.•Implemented a new network based solution to place 4500 Stop Payments per month in Visa’s network, adapting to a changing regulatory environment•Reduced the number of required FTE to manage the team’s work by 4 through process improvements, increased associate flexibility, and training. Additionally reduced overtime by 900+ hours year over year.•Identified a gap in Debit Card transaction monitoring and developed and implemented a process based solution to track all Debit Card transactions through the entire lifecycle.•Led the initiative to overhaul and move the Debit Card Reissue case type from a third party case management system into an internal system. Process Improvements resulted in decreasing case volume by 400 cases per week, and decreased the time to respond from 5 days to 1 day.•Designed and deployed new Production and Quality metrics which gave associates increased visibility and accountability, as well as streamlined monthly reporting.•Initiated a program to standardize how the Debit Card Operations teams completes daily work to ensure associates are empowered to complete work without ambiguity.

Richmond, Virginia, United States

•Collaborated with enterprise wide partners to move 15+ complex banking processes out of aging case management systems and into a home grown application. This resulted in more automation for each process, as well as saving department capacity.•Led discovery and ideation sessions to redesign the Abandoned Property process, while working with Risk, Legal, and compliance to ensure adherence with a complex array of state laws.•Led and set agenda for the Bank Operations "Channel Champions" group consisting of representatives from all Bank Operations teams, wherein the group would provide feedback on upcoming initiatives, conduct training, and share best practices.•Acted as the Process Management liaison between Bank Operations and Agile Tech teams, ensuring alignment between the teams and driving desired outcomes.

•Developed and implemented a process to allow business teams to more effectively intake and prioritize work requests, which increased capacity by 25%.•Utilized bank wide subject matter expertise to lead weekly intake sessions between Operations and partner teams to properly vet work requests and ensure well managed deployments.•Designed and deployed a new process to manage the bank’s Catastrophe Offers, which reduced the time to deploy an offer by 50%.•Partnered with Risk, Compliance, and Audit to redesign the Complaints Monitoring process to meet stringent regulatory standards, by standing up a well managed review process.

Richmond, Virginia

•Led the Return Items, Exceptions, Foreign Check Collections, Foreign Currency and Domestic Collections teams, comprised of Exempt and Non-Exempt associates.•Developed and implemented a process to automate Foreign Currency Ordering, resulting in saving 4 FTE and $200,000 per year. The more efficient process correspondingly led to a 12% rise in order volume.•Led an initiative to outsource the sorting and mailing of regulatory required customer notifications, saving 1.5 FTE per year.•Analyzed large amounts of data to drive targeted quality improvement initiatives, resulting in a 60% reduction in errors.•Designed a process to exchange documents digitally between banks which resulted in a 65% quicker case closure rate and $10,000 saved per year. •Monitored department volume trends and historical data to create effective staffing models across multiple work sites.•Consolidated the Image Return Document requests in the Returns department from three systems to one.•Automated the processing of 1,400 items per day that saved half a full-time associate.•Represented Capital One to other financial institutions on regular American Bankers Association meetings, using subject matter expertise to drive cross-organization initiatives.•Created a report to measure associate efficiency to allow for more effective coaching conversations.•Established a process to allow Capital One 360 customers to deposit Foreign Checks with Capital One for the first time

Richmond, Virginia Area

- Led up to 350 associates and actively work to remove barriers hindering performance- Worked actively with colleagues to develop new initiatives to improve associate safety, training, quality and productivity - Analyzed large quantities of data to identify and solve complex problems and advance processes- Mentored and develop associates in a fast paced, constantly changing work environment to take on greater responsibility in the company- Coached associates on best practices to achieve high performance goals - Created a customer focused environment to ensure that every customer receives the best possible experience

Richmond, Virginia Area

- Run day-to-day tasks of department- Manage up to 75 associates to ensure that all customer shipments are processed and completed on time- Adapt to changing conditions rapidly to ensure work flow continues unimpeded