Sr Manager, Process Management (Platforms Operations)

Capital One
Richmond, Virginia
Sep 29, 2021
Oct 26, 2021
Full Time
West Creek 1 (12071), United States of America, Richmond, Virginia

Sr Manager, Process Management (Platforms Operations)

As a Senior Manager of Process Management, you will lead an organization of process managers in delivering flawlessly executed processes that improve business efficiency and drive results. You will also have responsibility for the operations team responsible for ensuring that current customers and new prospects receive credit card offers in a seamless and regulatory compliant way. Additionally you will work with product and project managers to ensure that technology and processes deliver breakthrough business results that radically transform how we acquire customers. You serve as the leader and subject matter expert on process improvement initiatives 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 and every time.

On any given day you will be:
  • Designing, developing, managing and leading process initiatives in a complex dynamic environment, revising needs to meet changing requirements and serving as a subject matter expert
  • Partnering cross-functionally with clients to provide strategic and tactical thought partnership to effectively drive results
  • Building relationships and collaborating with key stakeholders to ensure delivery of commitments
  • Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency
  • Intimately understanding the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups while taking into account the broader e2e Card and enterprise needs
  • Participating in developing products, benefits definition, management of changes in the operational environment
  • Ensuring the day-to-day delivery of key functions required for acquiring new customers via direct mail and digital channels and problem solving with the team and key stakeholders
  • Assigning and managing team accountabilities on an ongoing basis
  • Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions

The Successful Candidate:
  • Thinks strategically, understands the big picture but is also able to execute flawlessly with close attention to detail
  • 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 organization
  • Has bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have 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
  • Leverages across analytical, risk, and process management skills to improve customer outcomes and increase our efficiency
  • Represents the organization well across the company and externally; enhances the organization's brand
  • Promotes values and philosophies that are well understood and are contagious in all directions organizationally resulting in positive influence across teams and groups
  • Creates high levels of energy and motivation throughout challenges and obstacles
  • 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:
  • Bachelors Degree or military experience
  • At least 5 years of experience in People Management
  • At least 5 years of experience directing process transformations or projects
  • At least 3 years of experience in Strategic planning

Preferred Qualifications:
  • Masters Degree in Industrial engineering, Process engineering, Process management, Systems engineering, Management, Business or Business Administration (MBA)
  • Process or Project Management certification (Scaled Agile, Lean, , PMP)
  • 7+ years of experience leading large scale process transformations or projects
  • 7+ years of experience in People Management

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.

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