Manager, Process Management

Center 1 (19052), United States of America, McLean, Virginia

Manager, Process Management

Join the Staffing & Growth Team within Card Technology’s Management and Operations Organization! It’s an exciting time to be in Technology, especially Card Tech, as we transform the way we do business and deliver effortless digital experiences to our customers.

The Business Management and Operations office drives horizontal key initiatives that support 4,000+ associates and nearly 1,000 non-associate workers across multiple geographies and multiple business domains. This Process Manager position will focus on executing and designing processes for effectively managing Card Tech’s very large and very dynamic Non-Associate workforce. You’ll use your exceptional project management and communication skills, and your experience in developing data-informed solutions to challenges both simple and complex, to help Card Tech leaders and hiring teams achieve their Non-Associate workforce goals.

Responsibilities:

• Develop, implement, and execute processes and procedures to optimize Non-Associate labor management within Card Tech, with an eye toward continuous improvement and efficiency

• Collaborate with cross-functional partners (including Card Tech Chiefs of Staff, Labor Champions, COF Tech Top of House, Communications, Real-Estate, Enterprise Supplier Management (ESM), Flexforce, Legal, and Finance) to identify and address any issues or challenges related to Card Tech’s Non-Associate workforce

• Communicate regularly with internal stakeholders and external partners to provide updates on Non-Associate Labor processes and operational guidance; identify and address communication gaps with key partners; and constantly work to increase the overall knowledge and understanding of Non-Associate labor management within Card Tech

• Track and report on Non-Associate labor workforce metrics and operational effectiveness, including staffing levels, cost analysis, supplier performance, process efficiency, etc.

• Leverage efficient staffing strategies to help staff teams with high-quality Non-Associate talent quickly and effectively, e.g. bulk hiring events, talent skills & capabilities tracking, mobilization of existing talent, etc.

• Monitor and analyze data related to the Non-Associate workforce, and use thoughtful insights to provide recommendations and to help leaders make informed staffing decisions that meet their needs in the short- and long-run

• Drive cost efficiencies through supplier performance tracking and management and reporting to our tower partners and their hiring teams

• Partner with the Management & Operations automation & data team to enhance Card Tech’s Non-Associate workforce processes and planning capabilities through the development of innovative data solutions and process automation

• Stay up to date on industry trends and best practices related to Non-Associate workforce management

• Represent Capital One and its values in all interactions with Non-Associate workers and our external partners, including vendors

• Serve as Card Tech’s primary point of contact for any questions or concerns related to Non-Associate Labor management policy and practices

Here’s what we believe will help you be successful in this role:

• A drive to innovate and improve on existing systems and processes

• Collaborative, team player attitude with ability to navigate and influence across levels internally and external to our organization

• Blend of strategic and tactical thinking to balance overall objectives and priorities with needs and logistics

• Strong project and program management skills

• Exceptional communication skills

• A keen interest in analyzing data and using data insights to uncover opportunities, track performance, and drive decision making

• Entrepreneurial ability to identify and prioritize opportunities in ambiguous contexts

• Manage workload of multiple projects and meet deadlines with minimal direction and supervision

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 4 years of Process or Risk Management experience

• At least 2 years of Continual Improvement experience

Preferred Qualifications:

• Lean, Six Sigma, or Business Process Management certification

• 5+ years of experience in Process management

• 3+ years of experience in Project management

• 1+ years of experience working with Product and Technology teams

• Bachelor’s Degree

At this time, Capital One will not