Commercial Process Governance & Transformation, Director

Commercial Process Governance & Transformation, Director

The Director of Commercial Process Governance & Transformation will lead the central function responsible for driving operational excellence, simplifying our business, and enabling the strategic process transformation agenda for the Commercial Bank. The core mission is to lead a high-performing team to govern our core process ecosystem, deploy targeted process optimization, and embed a culture of continuous improvement. This leader will be responsible for a team of 10 associates and three pillars:
Process Ecosystem Governance, Process Excellence Engine, and Process Optimization. This is a critical leadership role, responsible for reducing our risk profile, improving our client and associate experience, and unlocking our ability to launch new digital and product capabilities with speed and confidence. This leader will be expected to strengthen and optimize high-performing, well-managed processes that drive business performance while managing risk, enhancing client experiences, and empowering teams to operate at their best.

• Lead, coach, and mentor a team of high-performing leaders and subject matter experts.
• Unify the three core pillars into one cohesive, integrated team, fostering a culture of excellence, empowerment, and psychological safety.
• Oversee CML’s Business Process Hierarchy, as Business Processes are defined from Level 0 to Level 4 with increasing specificity, with a primary focus on the L2 level.
• Lead the team to maintain operational excellence by documenting and governing all of Commercial’s operational business processes, this includes defining roles, risks, and controls, and establishing standards that enable consistency, transparency, and ongoing performance.
• Leverage the process framework to drive tangible business outcomes, significantly reduce the bank’s risk profile, and ensure a well-managed environment.
• Lead structured transformation efforts that turn process insights into real business outcomes—driving measurable improvements in efficiency, risk management, and experience.
• Lead the ‘Process Excellence Engine’ (PXE) to deploy rapid, high-impact improvements to the bank’s most critical value streams, delivering measurable results in cycle time, risk reduction, and efficiency.
• Lead and consult on complex process improvement initiatives to enable Commercial businesses to gain efficiencies, innovate, and achieve Commercial’s strategic goals leveraging tried and true data-driven tools and methodologies.
• Build and scale the bank’s in-house Lean Six Sigma talent and process optimization competency, embedding continuous improvement as a core, bank-wide skill.
• Improve process acumen of business associates, teaching them how to self-identify opportunities and have the tools and confidence to make an impact.
• Serve as the primary strategic partner for senior business, tech, and risk leaders. Translate the team’s technical work into strategic business value and influence the prioritization of the bank’s highest-impact process improvement opportunities.

• Bachelor’s Degree or military experience.
• At least 7 years of experience managing project teams and deliverables.

• At least 5 years of process improvement experience.
• At least 5 years of experience in audit or risk management.
• At least 5 years of experience with data mining and analytical software (Minitab, Tableau, SQL, R, Snowflake).
• Six Sigma Certification, Lean, Change Management or Agile certification.

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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 ;
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.