Process Excellence Manager (Hybrid)

Process Excellence Manager (Hybrid)

As a Manager, Process Excellence for Capital One’s Retail Bank Customer Protection Organization, you will be a leader in a talented, people-first organization responsible for supporting & transforming the customer and agent servicing experiences. You will regularly integrate and influence multiple groups and be seen as a strong change agent by our business partners in supporting strategy & implementation as it supports Customer and agent experiences. You will influence and gain buy-in from key stakeholders to ensure technology and processes deliver breakthrough business results.

In terms of skills, the ideal candidate for this position is a process-focused leader with experience driving results via process strategy, creation, discipline, mapping and oversight. This leader will be a structure-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, bringing process discipline that ensures our team rigorously designs and continuously improves processes that are critical to the organization’s business. This includes improving business as usual efforts and to help senior leadership respond to unplanned events that require rapid process-based recommendations and changes. This leader should be able to communicate at all levels of the organization and lead / mentor a team to help grow the next generation of Process Excellence leaders in our organization!

We are looking for a leader who can

Lead Strategic Direction

• Partner closely with org-level leaders to ensure strategic alignment of process work across the Customer Operations organization. Specifically ensuring a focus on (1) Process intent delivery and operational readiness (2) servicing strategy to org leaders and (3) influencing product roadmaps through the delivery of insights and strategic listening

• Inform our strategic programs and initiatives, partnering with project and product teams to represent the customer and agent perspective to 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 of the business

Influence

• Create process & delivery 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 our leadership to guide and influence 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 with a goal of resolving issues and/or escalating road-blocks as necessary to meet business deadlines

• Help deep-dive, analyze, and solve ambiguous problems

• Work with transformation teams to develop recommendations to stakeholders

Location: West Creek 5 (Richmond, VA) or Center 2 (McLean, VA) or 802 Delaware Ave (Wilmington, DE) - this role is Hybrid , where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 2 years of People Management experience

• At least 4 years of Process Management experience

• At least 2 years of Microsoft Office or Google Suite experience

Preferred Qualifications:

• Bachelor's Degree or Military Experience

• PMP, Lean, Agile, or Six Sigma certification

• At least 2 years of experience delivering large-scale initiatives in support of organizational change

• At least 5 years of Process Management experience

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $126,700 - $144,600 for Manager, Process Management

Richmond, VA: $115,200 - $131,500 for Manager, Process Management

Wilmington, DE: $115,200 - $131,500 for Manager, Process Management

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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 (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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 [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to [email protected]

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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).