Senior Manager, Process Excellence - Retail Bank Customer Protection

Capital One
Glen Allen, Virginia
Jun 01, 2022
Jul 01, 2022
Full Time
Knolls 5 (12022), United States of America, Glen Allen, Virginia

Senior Manager, Process Excellence - Retail Bank Customer Protection

As a Process Excellence Sr. Manager for Capital One's Retail Bank Customer Protection Organization, you will be part of a smart, talented team responsible for transforming the customer and agent servicing experiences. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business partners in developing strategic capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stakeholders to ensure the technology and processes deliver breakthrough business results and radically transform customer service.

The ideal candidate for this position is a process focused leader with experience leading a Process Excellence agenda in the technology or financial services industries. This leader will be a customer-focused, value-adding partner who collaborates on strategic product and technology design while also evolving business process definition, risk reduction, monitoring, and controls. This leader will be focused on developing well-designed processes that provide consistent and repeatable outcomes for our Customers and the Business, and bring process discipline to design, transform, and continuously improve processes that are critical to the organization's strategy. This leader should be able to communicate at all levels of the organization and lead / mentor a team which includes thought-leadership and skill training that grows the next generation of Process Excellence leaders in our organization.

We are looking for a leader who can -

Lead Strategic Direction
  • Partner closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening
  • Designs the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues
  • Lead high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery

  • Create overarching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design
  • Ensure the product design is built for agents and customers
  • Create and deliver presentations to senior management to guide and influencing senior discussions and decisions

Lead Horizontally
  • Create, establish, and manage communications across teams to ensure optimal engagement of associates and leaders
  • Consult with business partners to understand complex problems and focus on bringing issues to resolution, escalate road-blocks as necessary to meet timelines, and clarify and define transformation requirements / scope for cross-functional problems
  • Conduct independent research and analysis to solve ambiguous client problems.
  • Work with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions

Provide Operational Excellence
  • Responsible for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis
  • Distill big picture intent into tactical requirements and implementation plans and executing process efficiency
  • Intimately understand the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups

Basic Qualifications:
  • Bachelor's Degree or Military Experience
  • At least 5 years of People Management experience
  • At least 5 years of Process Management OR at least 5 years of Project Management experience

Preferred Qualifications:
  • Master's Degree in Business Management, Process Management, Project Management, Risk Management
  • Process or Project Management certification (i.e. Scaled Agile, Lean, Six Sigma, PMP)
  • At least 5 years of experience as a Delivery Lead
  • At least 7 years of People Management experience

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

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. 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 4901-4920; 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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

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