Process Management- Manager

Capital One
Richmond, Virginia
May 07, 2021
Jun 05, 2021
Full Time
West Creek 5 (12075), United States of America, Richmond, Virginia

Process Management- Manager

The Commercial Card business is on a growth journey transforming the payables client and supplier experience for middle market companies and expanding Capital One's market share through national sales and underwriting. We have invested heavily in product technology, national sales capabilities, and operations infrastructure in anticipation of massive multi-year growth in volume.

The Manager, Commercial Card Operations Process role will offer the opportunity to design, manage and improve processes and infrastructure to scale and transform the client and supplier facing aspects of the Commercial Card business. This candidate will also play a pivotal role in planning for our growth and expansion, and measuring and monitoring our success in operations.

Job Description:

As a Manager of Process Management at Capital One, you will be part of a smart, talented team responsible for creating and enhancing processes that deliver excellence to your customer each and every time. The Commercial Card Acquisitions team is looking for a Manager level Process Manager to help drive efforts to continuously improve the efficiency and flow of delivery processes and to support adoption of best in class engineering principles and behaviors. You will lead critical features across many different areas, including process design, process analysis, process management and process improvement (simplification, transparency and automation.) In this position you will contribute immediately while strengthening your process management, coaching and facilitation skills.


  • Human and tech centered design.
  • Complex problem solving and analytics
  • Designing processes to operationalize cross-functional initiatives.
  • Leading and owning oversight of specific process improvement work and collaborating with teammates on larger initiatives.
  • Serving on cross-functional teams to partner on the development and execution of the operational strategic agenda for client onboarding.
  • Determining business issues and recommending strategic solutions to drive business value
  • Partnering with teams to document current state process, identify opportunities to improve and assist with moving teams towards Continuous Delivery goals.
  • Designing and producing prototypes for KPIs and other measures of efficiency and effectiveness.
  • Driving ongoing improvements in client and associate experience while delivering against budget expectations including revenue generation through spend enablement and achieving scale cost efficiency over time
  • Providing subject matter expertise on processes when representing the department in projects and other meetings.
  • Able to learn and grasp concepts supporting software engineering practices (e.g. automated testing, ATDD, Continuous Delivery).
  • Developing and leading an integrated voice of client and associate agenda to drive continuous improvement, NPS, and client engagement
  • Fostering a culture of continuous improvement
  • Adjusting readily to shifting priorities and rapid change
  • Stakeholder management and communications to obtain awareness, understanding, buy-in, and support
  • Articulating complex issues and structuring clear and concise written documents
  • Driving change within an evolving Operations environment, managing against competing business priorities

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 drive transformational process change and 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. A passion for learning new skills including process, engineering, testing and development practices is a strong indicator for success in this role.

Basic Qualifications :

- Bachelor's Degree or military experience

- At least 2 years of experience in Process management or Project Management or Relationship Management

Preferred Qualifications:

- Master's Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science or Information Systems

- Process Management LEAN certification or Process Management Six Sigma certification

- At least 5 years of experience in Process management or Project Management or Relationship Management

- At least 5 years of experience in Complex problem solving

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