Manager, Process Management

Plano 5 (31065), United States of America, Plano, Texas

Manager, Process Management

We are seeking dedicated, disciplined, process professionals who excel in a team environment and are experts in process improvement. This individual will have demonstrated that they can improve company processes in the past, resulting in saving time and resources 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 analytical skills, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role. This individual must display strong leadership skills and be able to drive and motivate a team in delivering flawless execution of process improvement projects. 

Raising the bar on well managed for Financial Services (FS) will require creating an integrated view of well managed activities across the Division, tracking progress and outcomes, assessing experiences and command centers, sloping their performance, developing training for experience leaders and process managers in partnership with Subject Matter Experts (SME’s) content owners, spurring process innovation and controls automation etc. A process manager well versed in SLQ2CQ and with business operations experience is best-suited for this role.

General Responsibilities: 

• Create & manage L2 for digital capabilities in COAF spanning customers and agents

• Creation and management of Experience documentation in alignment with customer outcomes, including SLQ2CQ ownership across the L2

• Creating realistic test plans including assembling a team of existing agents to launch new capabilities and decommission existing capabilities across 3,000 agents, designing monitoring strategy

• Onboarding agents to new digital systems, creating training materials and running training sessions

• Driving process improvements aligned with desired customer outcomes, including actively seeking customer feedback and running processes involved in collecting feedback

• Creating and validating processes 

• Create clear and effective and well documented  preventive and detective controls 

• Designing and producing metrics used to measure efficiency and effectiveness 

• Supporting internal and external audits

• Analyzing, identifying, correcting and communicating data issues with systems used or owned by a department 

• Providing subject matter expertise on processes when representing the department in projects and other meetings 

 

Basic Qualifications: 

• High School Diploma, GED or equivalent certification 

• At least 5 years of experience in process or project management

Preferred Qualifications: 

• Bachelor’s Degree 

• 2 + years of experience in presenting to senior management

• 2+ years of experience leading an operations team

• 2+ years of experience communicating with stakeholders that span across multiple teams

******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. 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 loca