Capital One Manager Process Management Hybrid 

United States, Virginia, Richmond 

451638717

Manager, Process Management (Hybrid)

As a Manager in Retail Bank Complaints, you will play a crucial role in leading and managing our Tier 3 Regulatory and Tier 2 Alert teams to deliver results across a broad network. Your responsibilities will revolve around overseeing operational performance at scale, driving efficiencies across our most complex complaints casework, helping to shape the future design and functions for our agent network, and providing exceptional people leadership to ensure high performing and efficient operations. This position requires a strategic mindset, excellent communication skills, and a proven track record of delivering results in a complex and dynamic environment.

What will you be responsible for:

• Initially lead and develop our Complaints Solution Center team of work at home case agents and people leaders across multiple geographies

• You will be responsible for creating and leading the future path for automation, tech and overall redesign of Tier 3 Regulatory Complaints

• Working closely with our Business Analyst team to help drive the strategy captured in the Complaints strategy

• Foster a collaborative and inclusive work environment that encourages creativity, innovation, and professional growth

• Helping set the priorities for strategic programs initiatives while partnering with project and product teams to develop timelines and secure resources

• Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders

• Engaging with internal stakeholders to provide strategic and tactical thought partnership to effectively drive results

• Creation and delivery of presentations to our Senior Leadership Team. Guiding and influencing senior management discussions and decisions

• Work closely with Workforce Operations teams to identify opportunities for optimization and cost efficiency across operations

What skills you need to bring to the table:

• Influencing, challenging and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects by providing strategic direction and project management

• Technical and Strategic:While you may not be a hard-core coder, you should have a solid understanding of the business trade-offs and how to get the most out of our technology. Further, you will be diving into problems with the Business Analysts, Ops leaders and Tech teams and they will think of you as an “honorary member of the guild” because you can speak their language

• Curiosity:You ask why, you explore, and you’re not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones

• Communicator:You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform and influence outcomes. They know your priorities and why you are doing what you are doing

• Analytical:You're not scared of numbers; instead you believe they help illuminate the truth

This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually

Basic Qualifications:

• High School Diploma, GED, or Equivalent Certification

• At least 2 years of experience in people management

• At least 2 years of experience in operations management

• At least 2 years of experience in process management

Preferred Qualifications:

• Bachelor's Degree or Military experience

• At least 5 years of experience in process management

• At least 5 years of experience in people management

• At least 3 years of leadership experience in Call Center Operations

McLean, VA: $126,700 - $144,600 for Manager, Process Management Richmond, VA: $115,200 - $131,500 for Manager, Process Management Wilmington, DE: $115,200 - $131,500 for Manager, Process ManagementThis role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

. 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.