Process Excellence Senior Manager (Hybrid)

West Creek 5 (12075), United States of America, Richmond, VirginiaProcess Excellence Senior Manager (Hybrid)As a Process Excellence Sr. Manager for Capital One’s Retail Bank Customer Protection Organization, you will be part of a smart, talented 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 leader by business partners in developing strategic capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stakeholders to ensure technology and processes deliver breakthrough business results and radically transform customer experiencesThe ideal candidate for this position is a process focused leader with experience driving results via process discipline. This leader will be a customer-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, and bring process discipline to design, transform, and continuously improve processes that are critical to the organization’s strategy. This leader should be able to communicate at all levels of the organization and lead / mentor a team which includes thought-leadership and skill training that grows the next generation of Process Excellence leaders in our organization.We are looking for a leader who canLead Strategic Direction

Partner closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening

Designs the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues

Lead high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery

Influence

Create overarching roadmaps, in partnership with tech, product, ops and intent teams with a focus on human centered design

Ensure the design is built for agents and customers

Create and deliver presentations to senior management to guide and influence senior discussions and decisions

Lead Horizontally

Create, establish, and manage communications across teams to ensure optimal engagement of associates and leaders

Consult with business partners to understand complex problems and focus on bringing issues to resolution, escalate road-blocks as necessary to meet timelines, and clarify and define transformation requirements / scope for cross-functional problems

Conduct independent research and analysis to solve ambiguous problems.

Work with transformation teams to develop recommendations to stakeholders enabling them to make key business decisions

Provide Operational Excellence

Responsible for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis

Intimately understand the heart of operations and represent the voice of that operation to multiple product teams and client stakeholder groups

LocationThis role is hybrid, where you will be expected to spend about half of your working time in office and half working virtuallyBasic Qualifications

High School Diploma, GED, or Equivalent Certification

At least 5 years of People Management experience

At least 5 years of Process Management experience

At least 2 years of Microsoft Office or Google Suite experience

Preferred Qualifications

Bachelor's Degree or Military Experience

Process certification (i.e. Scaled Agile, Lean, Six Sigma)

At least 3 years of experience delivering enterprise wide initiatives while supporting organizational change

At least 6 years experience leading Process Improvements leveraging Process Management practices

More Benefits, More Health, More Wealth, and More LifeCapital One believes in encouraging you to fill up your cup and come back fresh. Combine that with above and beyond benefits and you might be onto something.

Medical, Dental, Vision, Prescription coverage Day 1

Flexible Scheduling

Paid Time Off

Wellbeing offerings such as backup childcare and Mental Wellness support

Tuition Reimbursement

Paid Training and Development offered quarterly

Flexible Spending Account

Life Insurance as well as Disability

Disability Insurance

401 K and Stock Purchase Plan

“At Capital One, we strive to attract the best people to give them the opportunity to be great.”

Rich D. Fairbank, Chairman, Founder and CEO

We believe in the Power of oneWork & Culture at Capital One (https://www.capitalonecareers.com/work-and-culture#anchor-impact)At this time, Capital One will not sponsor a new applicant for employment authorization for this position.Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website (https://www.capitalonecareers.com/benefits) . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.comCapital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).