Process Manager - Manager (Hybrid)

Capital One•McLean, VA

11d•Hybrid

About The Position

The Manager, Card Quality Assurance (QA) Process Manager is responsible for designing and deploying strategic monitoring practices across the Card Channels environment that accommodates evolving business needs while focusing on the customer journey. You will serve as a thought-partner to a variety of different stakeholders across the organization and should always champion continuous improvement, a culture of risk management and understand the value proposition of quality monitoring. You will serve as a subject matter expert (SME) for quality intent and should intimately understand the various tools at your disposal to respond to need. You will also be responsible for synthesizing a variety of different data outputs to build a perspective that can provide partners with information to take action and drive performance outcomes. You should be familiar with how to review large data-sets in order to extract actionable insights. This individual will have demonstrated that they can improve company processes in the past, resulting in saving time and resources and better outcomes for the company. This individual must be able to effectively communicate and influence partners across the company and across multiple levels of the organization. Strong relationship skills, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role. This will be an Individual Contributor role that will be responsible for leading without direct authority across a variety of stakeholders and partners, but could potentially transition into a People Leader role. You will be a key thought partner in the strategic development of a process monitoring function that identifies opportunities to enhance the customer experience. You should be familiar with process documentation (SOP, FMEA, RACI etc) and have a familiar understanding of our operational risk and control environment. You should foster a robust, always-on audit readiness environment. This role requires a blend of strategic foresight, analytical acumen, and a deep understanding of the operational landscape.

Requirements

Bachelor's Degree or Military experience
At least 3 years of experience in Process, Project or Risk Management
At least 2 years of experience using Google Suite or Microsoft Office

Nice To Haves

Master’s Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science or Information Systems
Lean certification or Six Sigma certification
At least 4 years of experience in Process, Project, or Risk management
At least 3 years of experience in People management

Responsibilities

Develop and implement QA process monitoring that has an emphasis on the customer experience and journey.
Ensure processes are documented, processes are prioritized and business objectives met.
Identify and drive process improvements that improve the customer experience, lower costs and ensure highest quality.
Develop strategies in a fast-paced environment where new variables are constantly emerging for our process monitoring program.
Partner with process, tech and product to drive operational improvements and efficiencies.
Translate business requirements and objectives into a clear, actionable QA strategy, serving as the SME for new projects and initiatives.
Analyze multiple data outputs to create a compelling story which identifies emerging trends and gaps in current quality monitoring, and propose solutions that drive sustainable change.
Collaborate with key stakeholders across the company to gain buy-in and ensure the effective utilization of newly implemented QA processes.
Design and produce metrics to measure the effectiveness of new QA initiatives and strategic monitoring efforts.
Lead and manage special projects and initiatives as needed, ensuring timely and effective completion.