Capital One
Manager, Process Management – US Card Customer Resiliency (Hybrid)
Capital One, Richmond, Virginia, United States, 23214
General Responsibilities
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.
Basic Qualifications
Bachelor’s Degree or military experience.
At least 5 years of Process Management or Project Management experience.
Preferred Qualifications
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.
Equal Opportunity Employer Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries.
Salary Richmond, VA: $115,200 – $131,500 for Manager, Process Management. This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).
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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.
Basic Qualifications
Bachelor’s Degree or military experience.
At least 5 years of Process Management or Project Management experience.
Preferred Qualifications
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.
Equal Opportunity Employer Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries.
Salary Richmond, VA: $115,200 – $131,500 for Manager, Process Management. This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).
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