Director, Process Excellence (Hybrid)

Capital One • McLean, VA

2d • Hybrid

About The Position

As a Process Excellence Director 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 have overall leadership and management of the CP Portfolio, ensuring successful delivery of org’s Strategic Objectives. 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 Serve as key thought leader to CP leaders including assisting with strategy development, planning, and objective setting - both near and long term Lead scalable, high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery Knowledgeable in AI, and able to influence and shape the Operation in embedding AI tools into our processes, and redesigning how we think about ‘Process’ 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 associates and customers Leverage data to create and deliver presentations to senior management to guide and influence senior discussions and decisions Provide direction to the CP Ops strategic Vision and help drive the business PBR goals Lead Horizontally Accountable for the successful and timely delivery of all work lead by Process Managers through routines including roadmapping, staff alignment, and prioritization decisions 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 Accountable for Process intake, definition and scoping, design, planning, development, launch, and monitoring Accountable for Process outcome reporting, to include in MBRs, initiative kickoff/closeouts, and key status updates 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 Create and drive the CP Well Managed strategy to ensure processes are designed & implemented to RB standards Accountable for leading a high performing team of Process Managers and people leaders to the CP leadership standard

Requirements

• Bachelor's Degree or Military Experience
• At least 7 years of People Management experience
• At least 7 years of Process Management experience
• At least 2 years of Microsoft Office or Google Suite experience

Nice To Haves

• Master’s Degree
• PMP, Lean, Agile, or Six Sigma certification
• At least 3 years of experience delivering enterprise wide initiatives while supporting organizational change
• At least 3 years of experience working in the financial industry
• At least 9 years experience leading process improvements leveraging process management practices
• At least 8 years of People Management experience
• At least 1 year of experience leveraging AI prompting to drive process efficiency

Responsibilities

• 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 Serve as key thought leader to CP leaders including assisting with strategy development, planning, and objective setting - both near and long term Lead scalable, high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery Knowledgeable in AI, and able to influence and shape the Operation in embedding AI tools into our processes, and redesigning how we think about ‘Process’
• 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 associates and customers Leverage data to create and deliver presentations to senior management to guide and influence senior discussions and decisions Provide direction to the CP Ops strategic Vision and help drive the business PBR goals
• Lead Horizontally Accountable for the successful and timely delivery of all work lead by Process Managers through routines including roadmapping, staff alignment, and prioritization decisions 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 Accountable for Process intake, definition and scoping, design, planning, development, launch, and monitoring Accountable for Process outcome reporting, to include in MBRs, initiative kickoff/closeouts, and key status updates
• 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 Create and drive the CP Well Managed strategy to ensure processes are designed & implemented to RB standards Accountable for leading a high performing team of Process Managers and people leaders to the CP leadership standard

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees