Process Excellence Senior Manager (Hybrid)

West Creek 5 (12075), United States of America, Richmond, Virginia
Process Excellence Senior Manager (Hybrid)
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 change leader 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 technology and processes deliver breakthrough business results and radically transform customer experiences
The ideal candidate for this position is a process focused leader with experience driving results via process discipline. This leader will be a customer-focused, value-adding partner who collaborates on strategic product and technology design while also evolving business process definition. 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

Influence

• Create overarching roadmaps, in partnership with tech, product, ops and intent teams with a focus on human centered design
• Ensure the design is built for agents and customers
• Create and deliver presentations to senior management to guide and influence 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 problems.
• Work with transformation teams to develop recommendations to stakeholders 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
• Intimately understand the heart of operations and represent the voice of that operation to multiple product teams and client stakeholder groups

Location
This role is hybrid, where you will be expected to spend about half of your working time in office and half working virtually
Basic Qualifications

• High School Diploma, GED, or Equivalent Certification
• At least 5 years of People Management experience
• At least 5 years of Process Management experience
• At least 2 years of Microsoft Office or Google Suite experience

Preferred Qualifications

• Bachelor's Degree or Military Experience
• Process certification (i.e. Scaled Agile, Lean, Six Sigma)
• At least 3 years of experience delivering enterprise wide initiatives while supporting organizational change
• At least 6 years experience leading Process Improvements leveraging Process Management practices

More Benefits, More Health, More Wealth, and More Life
Capital One believes in encouraging you to fill up your cup and come back fresh. Combine that with above and beyond benefits and you might be onto something.

• Medical, Dental, Vision, Prescription coverage Day 1
• Flexible Scheduling
• Paid Time Off
• Wellbeing offerings such as backup childcare and Mental Wellness support
• Tuition Reimbursement
• Paid Training and Development offered quarterly
• Flexible Spending Account
• Life Insurance as well as Disability
• Disability Insurance
• 401 K and Stock Purchase Plan

"At Capital One, we strive to attract the best people to give them the opportunity to be great."
- Rich D. Fairbank, Chairman, Founder and CEO
We believe in the Power of one
Work & Culture at Capital One
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.
This role is expected to accept applications for a minimum of 5 business days.
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 (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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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