Capital One Manager Process Management Auto Finance 

United States, Texas, Plano 

896671085

Plano 5 (31065), United States of America, Plano, Texas Manager, Process Management (Auto Finance)

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 (Sigma Lean Quality 2 Cimplicity as Quality) 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

• 7+ years of experience in process or project management

• Six Sigma, Lean or Business Process Management Certification

******At this time, Capital One will not sponsor a new applicant for employment authorization for this position

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

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