Process Excellence Manager (Hybrid)
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About The Position
As a Manager, Process Excellence for Capital One's Retail Bank Customer Protection Organization, you will be a leader in a clever, talented, people-first 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 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!
