Name: COO Summit 2024: Championing Change - The Coo As A Catalyst For Culture Shifts
Uploaded: 2024-10-07
Duration: 7 min 44 s
Description: Corey Lee, Chief Operating Officer, Capital One Commercial Banking

Corey Lee, Chief Operating Officer, Capital One Commercial Banking

COO Summit 2024: Championing Change - The Coo As A Catalyst For Culture Shifts

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How about everybody? Stand up for a second, stand up for a second? All right, you've been sitting down for a while. Give us a big stretch. I give you a round of applause. There you go. You can sit back down now. I really appreciate that. Um Hey, I, I really appreciate your time here today. Um Just want to talk about some of the work we've been doing at capital one. I only talk for five or six minutes and at the end, I've got AAA request for you. Um One of the things I like doing most in my job as a coo is, is going out to branches and call centers and meeting front line associates, associates that take care of our customers, we call them associates employees, uh that take care of our customers that solve their problems, day in and day out, they show up for our customers, they know our products, they know our services. Um They're real folks talking to real customers. Um They don't go to conferences for example. Uh but they are, they are real, real nice folks. Um But every now and then what I find, I find something super interesting. Every now and then I'd find an associate that didn't quite fit in 2018. I was in New York City. Um walked into a branch there and I met a lady named Kendra. Kendra was super nice lady, been working there for a while. But she asked me a question. She said something with regards to uh something, something like you know, hey, hey, help me understand why we get so many false, false positives on our debit card fraud policy with this specific type of transaction. And I was like, whoa, whoa oh yeah. II I actually don't know. I'm just here to shake hands. I'm just here to just get to know people. I, I don't know but I rallied, you know, as we do, I rallied a bit and, and I said, hey, send me an email with the question that you have and I'll get it to the right person. So that was fine. I was fine, but I kept talking to her and I, I got to know her a little bit more. You know, she'd been at the branch for years. She had done well um would love to do more but the applications that she submits don't actually go anywhere. She went, she went to college but but didn't quite finish. This is a story I heard all over the place at branches and in call centers and back office operation shops. And I had the, the question that I was, was on me? Was, is there something we can do for Kendra? Something I can do? And I tried on a person by person basis for, for, for years to try to find ways to, to break this log jam because I know intuitive customer focused people are the kind of folks that we need um even in our corporate jobs. Um But hey, I'm a co o like, like, like many of the folks here, right? This isn't, this isn't my focus, you know, I focus on automation. Uh I focus on streamlining process improvement. A I uh you know, natural language processing alone is going to be the end of many of these types of roles. Um She's gonna be in trouble, that branch is gonna close, it feels hopeless. But there was a solution in 2020 when we were all in the midst of our, our national reckoning and companies were open to asking the question, what else should we be doing? What else could we be doing to, to live our mission to live our values in a, in a really different kind of way. Uh I can be in a program called the Customer Facing Associate Mobility Program or C PM. What this was was a was by application, our front, our customer facing associates could apply to one of these corporate roles. They would get five weeks of training that we created in partnership with our hr learning and development teams. They got assigned to an 18 month on the job opportunity and they got a shot at really making a transition that is just so difficult to make and it was a huge success. Um We had to, to date 341 people including Kendra who have made that move across the lines, they're 90% successful as defined as performing at or above the level of the incumbents in those roles. It has been life changing. The associates that have participated. Absolutely. Life changing career trajectory changing. It has been eye opening for hiring managers who thought who, who didn't know the value of a pool of associates that knew the company knew the products, knew the services, highly diverse group of associates that are ready now ready to work. And it has been a boon for the culture of the company overall trying to demonstrate with proof points how we're gonna change banking for good. Uh I'm unbelievably proud of, of what the company did here. I am um really proud of, of, of my role in it and what we were able to do. But there's more, there really is more that can be done. A few 100 a few 100 associates are great, but we live in a really big world. There's so much to be done and why I wanted to come here today and talk about this with each of you was because the coo role is perfect. It is a perfect place to try to find ways to do different things at your company. Somebody earlier called it the center of the matrix. You know, uniquely positioned senior leaders who worked horizontally across, across the company. Understand the technology, understand the people elements, you know how to get things done. And I would challenge each of you, encourage each of you to take your unique positioning in your companies and try to find a way to get people from where we put them to where we need them and how to be a part of that in a really proactive way. I think it's, it, it works great for shareholders. I think it works, works great for customers and it is absolutely life changing for our associates. Thank you.