Senior Manager, Customer Resiliency Process Management

Capital One
Richmond, Virginia
Nov 10, 2021
Dec 09, 2021
Full Time
West Creek 8 (12080), United States of America, Richmond, Virginia

Senior Manager, Customer Resiliency Process Management

Customer Resiliency is seeking a dedicated, disciplined, process professional who excels in a team environment. The ideal candidate for this role will have excellent analytical skills, the ability to communicate and influence effectively, drive flawless execution, and have the ability to identify and implement process improvements. Strong leadership, relationship management skills, and the ability to adapt to a dynamic agile environment are also essential to succeeding in this role.

Customer Resiliency (CR) is a key business area within the US Card division at Capital One. Our mission is to work with customers who are experiencing financial difficulties and develop creative solutions to help them resolve their debt. This Senior Manager role in CR is an exciting opportunity for someone that wants to own several critical financial & business processes!

The Senior Manager will function as the L2 process owner for Bankruptcy, Asset Sales & Reactivations, and will manage various specialty functions via a team of skilled process managers. They will be responsible for delivering P&L results while mitigating risk, driving continuous improvement and maintaining a high quality customer experience.

The scope of this role requires strategy development, the creation & delivery of business goals, and the ability to coordinate and motivate both internal and external groups. The responsibility of the role spans across multiple functions including finance, risk management, communications management, project management, process improvement, organizational effectiveness, and change management. Limited travel may be required.

General Responsibilities:
  • Develop a vision for the organization and motivate team to deliver against goals
  • Lead a high performing team of associates
  • Create, maintain, and convey business and operational intent
  • Maintain high-performing processes while delivering continuous improvement
  • Develop, maintain and convey business subject matter expertise including processes, systems, regulations, vendors, and industry information
  • Manage vendor and internal partner operational and financial performance
  • Create & implement executional changes
  • Design and maintain metrics to measure risk, process efficiency, effectiveness and customer experience
  • Conduct data analysis to identify process improvements that positively impact risk, customer experience, efficiency or effectiveness
  • Deliver reporting on overall process performance, risks, and projects
  • Represent business area in high level forums

Additional Responsibilities Include:
  • Coordinate across groups performing vertical business functions
  • Support Product and Analysis team(s) for strategy development, product development, and analysis
  • Drive prioritization of resources from operations, vendors, data analysts, and tech resources
  • Provide Intent guidance for Event and Issue resolution
  • Communicate business problems and results succinctly and in a meaningful format that drive desired outcomes
  • Manage relationships with internal and external partners
  • Influence and negotiate to obtain critical business priorities ensuring timelines are met
  • Drive investigation and/or problem solving of issues
  • Train and develop direct reports, support teams, and vendors

Basic Qualifications:
  • At least 4 years of experience in Process, Project or Relationship management
  • At least 3 years of experience in People leadership
  • At least 1 year of experience with Google Suite (Sheets, Docs, Drive)

Preferred Qualifications:
  • Bachelor's Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science or Information Systems
  • Lean certification or Six Sigma certification
  • Proficient in SQL
  • 7+ years of experience in Process, Project or Relationship management
  • 5+ years of experience in People leadership

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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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).