Senior Manager, Process Management - US Card Customer Resiliency

Capital One•Richmond, VA

About The Position

Senior Manager, Process Management - US Card Customer Resiliency Do you find energy from understanding how things work and making them better? If you thrive on connecting the dots to solve complex problems and are passionate about driving impact for the business and our customers, you could be a great fit for our Process Management Team! We are seeking a dedicated, and disciplined, process professional who excels in a team environment to join our Customer Resiliency team. As a Senior Manager, Process Manager on the Collections Process Management team, you will be part of a smart, talented team responsible for creating and enhancing processes that deliver excellence to your customer each and every time. This is an exciting opportunity and time to advance your career during a dynamic period of system transformation and organizational change, contributing to processes that deliver consistent excellence and the best experience for our most vulnerable customers. Do these statements describe you? You’re a self-starter driven by curiosity and unafraid to ask questions to fully understand initiative impacts and design solutions in line with top of house strategy. You have a passion for problem-solving and love to geek out on root-cause analysis , using your sharp eye for detail to find the true triggers for problems. Your ideal work style includes embracing a growth mindset as you solve new challenges every day, taking joy from the learning process. You thrive in places where you get to identify and drive high value work as you skillfully find the right problem to solve as our business evolves. You get excited about harnessing the power of data and analytics to solve problems while making connections that make work easier to get right. You are an inspiring coach excited to lead a team of process managers to deliver critical outcomes Still reading? Great! Maybe this job + your passion + your skills = a perfect match!

Requirements

Bachelor’s Degree or military experience
At least 6 years of Process Management or Project Management experience
At least 4 years of People Leadership experience

Nice To Haves

7+ years of Process Management or Project Management experience
2+ years of experience in Compliance or Risk Management
2+ years of experience in Structured Query Language (SQL) or Tableau
2+ years of experience with data management, reporting and analytics
1+ years of experience using Lean & Six Sigma tools and methodology
BPM, Lean, Agile or Six Sigma certification
Experience or familiarity with Collections or Recoveries

Responsibilities

Inspire, lead, and develop a team of process managers.
Develop, maintain, and streamline process documentation (including procedures and flow diagrams) and drive continuous process improvements.
Understand customer needs and drive process improvements based on those needs.
Lead root cause analysis and quality assurance checks to ensure accuracy in the fulfillment of products and services to our customers.
Demonstrate outstanding communication and partnership skills with key stakeholders across all levels to manage, inform, and influence outcomes.
Track, problem-solve, and resolve process breakdowns.
Support team leadership in the development, monitoring, and reporting of process health metrics.
Navigate between day-to-day work and transformative project work in a fast-paced environment.
Serve as a process subject matter expert to internal and external teams.
Effectively collaborate with Product and Intent partners to deliver an end-to-end value chain.