Gregory Lintz
Las Vegas
Summary
Dynamic, results-focused operations leader with over 16 years of experience in operations and process management within financial services. Highly skilled People Leader with a proven track record of steering cross-functional project teams, driving large-scale change initiatives, and executing continuous process improvements to optimize organizational efficiency and customer experience. Adept at bridging the gap between high-level business strategy and frontline execution while developing high-performing, multi-tiered teams.
Overview
11
11
years of professional experience
Work History
Principal Process Manager – Servicing Back Office (SBO) Horizontal Project Support
CAPITAL ONE
07.2024 - Current
- Leads a horizontal project team executing strategic change initiatives, operational readiness, and end-to-end project delivery for the SBO organization.
- Strategic Partnerships: Collaborate with executive Operations leaders to design and implement medium- to large-scale business initiatives, shifting the organization toward optimal agent readiness states.
- Operational Readiness: Spearhead onboarding, continuous learning strategies, and deployment initiatives across diverse agent personas, supporting domestic, off-shore, and third-party (3P) vendor networks.
- Process Optimization: Identify and mitigate systemic operational bottlenecks to drive seamless delivery of backend servicing portfolios.
- 2025 Manager Stretch Assignment: Led SBO Horizontal Projects and Conversion teams, providing leadership, strategic direction, workload prioritization/execution, and associate development across multiple functions.
Principal Associate – Service Case Management
CAPITAL ONE
09.2020 - 01.2024
- Directed day-to-day operations and performance management for the Tier 2 non-regulatory complaints department, overseeing end-to-end case resolution.
- Operational Excellence: Optimized workflows to maintain a strict 10-day SLA for complex case research and resolution.
- Detached Case Transition: Led Q1 transition of complex complaint types to Tier 2, resulting in cost avoidance and increased Tier 3 bandwidth.
- Abusive Caller/Account Termination: Managed transition of end-to-end account termination workflows to Tier 2, reducing CAO volume by ~150 cases/month, generating $437,400 in annual cost savings.
- Shared Mailbox Centralization: Migrated manual intake processes to the central CIFT hub, streamlining operations and reducing administrative overhead.
Unit Manager – Work at Home Fast (Fraud Department)
CAPITAL ONE
03.2020 - 09.2020
- Managed a team of Work at Home Fast agents within the Fraud Department.
- Performance Delivery: Effectively managed day-to-day operations for the team, including successfully driving monthly KPI metrics while supporting agent engagement and development needs.
- Talent Incubation: Successfully co-led the Fast Work At Home Peer Coaching program with a key focus on agent development and driving overall department performance.
Unit Manager – Executive Resolutions
CAPITAL ONE
01.2019 - 02.2020
- Responsible for managing a team of Tier 3 (Regulatory) complaints experts.
- Risk & Compliance Management: Ensured appropriate research and case resolution was provided in a timely manner in an effort to respond to both customers and regulators within the time allotted.
- Leadership Development: Created an internal Leadership Development Program for the non-exempt population within the Las Vegas site.
- Quality & Calibration: Created a process for case calibration within the department to help share best practices in an effort to increase overall efficiency and case closures.
Unit Manager – Guru: Partnerships Servicing & Spark
CAPITAL ONE
04.2016 - 12.2018
- Inspired and empowered a team of Tier 2 floor support agents assisting frontline teams for retail and Spark servicing queues.
- Process Transformation: Developed and launched a process improvement framework specific to Partnerships (formerly Voice of the Customer/Associate).
- Feedback Loops: Led the Partnership Closed Loop Feedback team specific to the Las Vegas site.
- Intake Engineering: Worked to refine the process for performance management (scorecards, etc.) while creating an intake process for outbound call campaigns for stakeholders and internal business partners.
Unit Manager – Partnership Intent
CAPITAL ONE
03.2015 - 04.2016
- Supported US Card/Partnerships Servicing for various initiatives and participated as a stakeholder within an agile pod structure to execute project assignments.
- Change Governance: Facilitated the local policy and procedure change control forum for Partnerships Servicing Operations.
- Strategic Alignment: Collaborated with Knowledge Management and Senior Leadership to ensure all new intent aligned with current business strategy.
- Gap Analysis: Maintained operational awareness and engagement with all internal business partners while working to identify efficiency gaps and drive process improvement for existing workflows.
Education
Bachelor of Arts - Business Administration And Management
University of Las Vegas Nevada
Las Vegas, NV05.2027
High School Diploma -
North High School
Des Moines, IA05.1992
Skills
- Operational excellence
- Workflow Analysis
- Cross-functional team leadership
- Teamwork
- Problem-solving
- Effective communication
- Decision-making
Timeline
Principal Process Manager – Servicing Back Office (SBO) Horizontal Project Support
CAPITAL ONE
07.2024 - Current
Principal Associate – Service Case Management
CAPITAL ONE
09.2020 - 01.2024
Unit Manager – Work at Home Fast (Fraud Department)
CAPITAL ONE
03.2020 - 09.2020
Unit Manager – Executive Resolutions
CAPITAL ONE
01.2019 - 02.2020
Unit Manager – Guru: Partnerships Servicing & Spark
CAPITAL ONE
04.2016 - 12.2018
Unit Manager – Partnership Intent
CAPITAL ONE
03.2015 - 04.2016
Bachelor of Arts - Business Administration And Management
University of Las Vegas Nevada
High School Diploma -
North High School