Manager, Process Manager (Hybrid)

Capital One•Richmond, VA

2d•$122,100 - $153,300•Hybrid

About The Position

As a Manager, Process Manager at Capital One, you will be part of a smart, talented team responsible for forecasting and monitoring of Customer Protections footprint short term planning processes. You’ll team with world-class professionals to develop and test forecasting, staffing optimization, footprint allocation, short term planning and monitoring strategies that ultimately contribute to the bottom line. And you will do it all in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation We are seeking dedicated, disciplined, process professionals and analysts who excel in a team environment. This person will have excellent communication skills, attention to detail, and can adapt to change quickly. The ability to influence up is key to success in this position. This is an excellent opportunity to continue your career in the field of Process Management and Staffing Analytics.

Requirements

High School Diploma, GED or equivalent certification
At least 2 years of bank fraud experience
At least 2 years of people management experience
At least 2 years of experience with Google Suite products

Nice To Haves

Bachelor’s Degree or Military Experience
3+ years of bank fraud experience
3+ years of people management experience
2+ years of experience writing communications and presentations for leadership and non-leadership audiences

Responsibilities

Manage and lead a high performing team of associates in a virtual evolving environment that drives engagement, empowerment and inclusion
Day to day oversight of multiple department processes to support LOB area: monitor, report, and plan process improvement or redesign initiatives
Initiating and executing process improvements and leveraging other team members when appropriate, ensuring consistency and well managed practices across CP
Prioritize new and changing intent to meet the needs of our process, teams and customers
Understand the fundamentals of forecasting volumes
Gain knowledge of business drivers through client partnership so that adjustments can be made to staffing models as variables in our staffing models change
Partner with external departments on business changes that will affect staffing and/or call routing strategies
Partner with forecasting stakeholders to create short term and long term staffing models to estimate department capacity needs
Extract data from both our Workforce Management system and Amazon Connect Data (ACD) to establish day of week and time of day shrinkage patterns
Build customized models that explain the relationship between occupancy and service levels
Manage project plans so that resources are adequately allocated to support upcoming projects and deadlines are met
Demonstrate expert level skills in Excel/Google Sheets; specifically at manipulating large data sets
Extensive experience with call center metrics a plus