Capital One Process Excellence Senior Manager Hybrid 

United States, Virginia, Richmond 

377983155

West Creek 5 (12075), United States of America, Richmond, Virginia Process Excellence Senior Manager (Hybrid)

Lead 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

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

Basic 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 Life

Capital 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

- Rich D. Fairbank, Chairman, Founder and CEO

We believe in the Power of one

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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 . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.