Manager, Process Management; Hybrid

Manager, Process Management (Hybrid)

Process Management at Capital One is core to organizational success as it drives excellence in operational execution and delivery. Process Managers contribute significantly to a well-managed organization, while also driving innovation, reimagining the status quo, and enhancing the customer experience.

As a Manager of Process Management, you will be an integrative thinker who is motivated to drive change, has exceptional attention to detail, and consistently innovates while delivering results. You may lead a team of process managers in delivering flawlessly executed processes that improve business efficiency and drive results. You will create and modify processes while collaborating with smart and passionate leaders to influence results that have a direct impact on the company’s bottom line.

You will monitor data trends to measure effectiveness and install necessary benchmarks or thresholds to ensure data integrity. You will educate and gain buy-in from key stakeholders concerning the utilization of process to ensure appropriate execution each time.

We are seeking dedicated, disciplined, process professionals who excel in a team environment and are experts in process improvement. This individual will have demonstrated that they can improve company processes in the past, resulting in saving time and resources for the company. This individual must be able to effectively communicate and influence partners across the company and across multiple levels of the organization.

Strong analytical skills, attention to detail, and the ability to adapt to a dynamic, agile environment are essential to succeeding in this role. This individual must display strong leadership skills and be able to drive and motivate a team in delivering flawless execution of process improvement projects.

General Responsibilities:

• Creating and validating processes
• Applying strategic thought leadership to align process with intent and execution
• Designing and producing metrics used to measure efficiency and effectiveness
• Driving process improvements aligned with desired customer outcomes
• Analyzing, identifying, and correcting data issues with systems used or owned by a department
• Providing subject matter expertise on processes when representing the department in projects and other meetings
• Managing and leading a team of associates as required
• Assisting in managing various sub-processes for the post charge-off Recoveries process
• Improving and monitoring daily sub-processes to ensure L2 process is running
• Building key process health metrics
• Collecting data and information to drive reporting & assess process performance
• Using process expertise to drive risk identification, mitigation, and remediation
• Influencing change within Capital One with our internal customer and Partner group
• Identify and implement process improvements to drive issue resolution and risk mitigation with a focus on customers’ needs
• Identify and productionalize new controls in our system of record
• Partner with Technology groups to execute and improve controls
• Developing and maintaining formal process documentation including standard operating procedures and process flow diagrams
• Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions
• Work with stakeholders to identify areas of improvement where the team can simplify or automate manual processes, reduce risk, and improve customer experience
• Identify process improvements and develop project plans to execute process development and/or re-engineering
• Communicate updates with internal customers on new or existing processes including communications at the executive level
• Develop training for agents on process updates or rollouts; deliver presentations to Senior Leadership
• Cross trained in all team processes

Basic Qualifications:

• High School Diploma, GED or equivalent certification
• At least 2 years of experience in Process management OR Project Management
• At least 2 years of People Management experience

Preferred Qualifications:

• Bachelor’s Degree or Military experience
• 3+ years of experience in Process Management or Project Management
• 3+ years of experience in People management
• 3+ years of experience in Relationship management
• Lean certification or Six Sigma certification
• Strong problem solving and influencing skills

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.