Hybrid Manager, Process Management – US Card Customer Resiliency

at Capital One

• Job title: Manager, Process Management – US Card Customer Resiliency
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $115,200 - $131,500 per year
• Degree requirement: Bachelor's Degree
• Tech skills: SQL, Tableau
• Location requirements: Hybrid, Richmond, United States

About the role

• Principal Associate Process Manager enhancing processes for Capital One's Customer Resiliency team. Responsible for streamlining documentation and driving continuous improvements in a fast-paced environment.

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.

Requirements

• Bachelor’s Degree or military experience
• At least 5 years of Process Management or Project Management experience
• 2+ years of experience in Compliance or Risk Management (preferred)
• 2+ years of experience in Structured Query Language (SQL) or Tableau (preferred)
• 2+ years of experience with data management, reporting and analytics (preferred)
• 1+ years of experience using Lean & Six Sigma tools and methodology (preferred)
• BPM, Lean, Agile or Six Sigma certification (preferred)
• Experience or familiarity with Collections or Recoveries (preferred)
• Must be authorized to work in the US

Benefits

• Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)
• Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being