Manager, Process Management - Rewards Configuration

Capital One
Richmond, Virginia, United States
Jun 01, 2023
Jun 30, 2023
Full Time
West Creek 8 (12080), United States of America, Richmond, Virginia

Manager, Process Management - Rewards Configuration

Capital One, a Fortune 500 company and one of the nation's top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation's great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company - and a great place to work.

As a Process Manager within the Rewards Platform organization, you will help to lead process innovation, execution, and monitoring for the Rewards configuration activities across US Card, Canada Card and Partnership accounts.

You will lead the team responsible for ensuring cardholders earn and redeem rewards and can redeem those rewards in a seamless and regulatorily compliant way. Additionally you will work with product and internal stakeholders to deliver breakthrough business results that radically transform how we manage rewards setup and configuration. You will understand best practices, current technology, and business and customer expectations to deliver optimal customer experiences. You will educate and gain buy-in from key stakeholders concerning the utilization of process to ensure appropriate execution each and every time.

On any given day will be :
  • Ensuring the day-to-day delivery of key functions required for marketing offers and managing customers accounts while problem solving with the team and key stakeholders
  • Assisting the team in developing objectives and corresponding key results to tie back to the value delivered
  • Leading a team of SMEs in the configuration space of Rewards
  • Partnering cross-functionally to design and implement Rewards rules and policies for flawless execution
  • Building relationships and collaborating with key stakeholders to ensure delivery of commitments
  • Driving process improvements aligned with desired customer outcomes while taking advantage of emerging technology capabilities
  • Designing, implementing and maintaining key metrics used to measure process health
  • Leading risk management activities including issue identification/resolution, process risk assessments, and control design/testing
  • Establishing and maintaining process artifacts to meet the needs of value chain partners like intent owners, customer service agents, and risk office stakeholders
  • Providing subject matter expertise on processes and platforms when representing the department in projects and stakeholder meetings
  • Demonstrating organizational agility to adapt to changing demands
  • Showing a willingness to learn and an intellectual curiosity to better understand Capital One's business processes to identify areas for improvement

The Successful Candidate:
  • Builds strong relationships, influences across levels and functions, and delivers great results through others
  • Asks the tough questions and challenges the status quo
  • Solves complex problems and drives action across the team
  • Has a bias towards action, tries things and sometimes fails. You work in a hybrid agile framework and coordinate iterative delivery with a focus on results
  • Thinks end-to-end and puts the customer first
  • Understands regulation and operational risk
  • Is technology fluent (or conversational) - need to be able to work in a technology world
  • Has experience automating processes and delivering process improvements
  • Models the right behaviors for the team and helps create a shared sense of leadership and accountability within the team
  • Represents the team well across the organization
  • Creates high levels of energy and motivation throughout challenges and obstacles for the team
  • Coaches empathetically, creates an inclusive team environment, shows concern for people's success and well-being
  • Develops strong relationships with product leaders and other stakeholders

Basic Qualifications:
  • Bachelor's Degree or military experience
  • At least 3 years of experience in Process management, Product operations, Product delivery or Marketing delivery
  • At least 3 years of experience working with analytical or software engineering teams
  • At least 1 year of People management experience

Preferred Qualifications:
  • Master's Degree
  • Lean, Agile, Six Sigma, Business Process Management, or certification
  • 5+ years of experience in Process management, Product operations, Product delivery or Marketing delivery
  • 5+ years of experience in problem solving
  • 5+ years of experience working in or with either analytical or software engineering teams
  • 3+ years of experience in financial, banking, data, and technology areas
  • 3+ years of People management experience

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

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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).