Project Manager
Switzerland Global Enterprise
PMP
Process Excellence Manager
Capital One
full-time
Posted on:
Location Type: Hybrid
Location: Richmond • Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $115,200 - $144,600 per year
Job Level
Mid-LevelSenior
Tech Stack
PMP
About the role
- Support & transform the customer and agent servicing experiences for Capital One’s Retail Bank Customer Protection Organization
- Integrate and influence multiple groups and act as a strong change agent supporting strategy & implementation
- Influence and gain buy-in from key stakeholders to ensure technology and processes deliver breakthrough business results
- Drive results via process strategy, creation, discipline, mapping and oversight
- Develop well-designed processes that provide consistent and repeatable outcomes for Customers and the Business; rigorously design and continuously improve critical processes
- Improve business as usual efforts and help senior leadership respond to unplanned events requiring rapid process-based recommendations and changes
- Communicate at all levels of the organization and lead/mentor a team to grow the next generation of Process Excellence leaders
- Partner closely with org-level leaders to ensure strategic alignment of process work across the Customer Operations organization, focusing on process intent delivery, operational readiness, servicing strategy, and influencing product roadmaps
- Inform strategic programs and initiatives; partner with project and product teams to represent the customer and agent perspective and develop processes that track progress and address issues
- Lead high impact transformation initiatives and change management, contributing to outcomes, definition, scoping, design, and delivery
- Create process & delivery roadmaps in partnership with tech, product, ops and intent teams with a focus on human centered design; ensure designs are built for agents and Customers
- Create and deliver presentations to leadership to guide and influence discussions and decisions
- Create, establish, and manage communications across teams to ensure optimal engagement of associates and leaders
- Consult with business partners to understand complex problems and resolve issues or escalate road-blocks as necessary
- Deep-dive, analyze, and solve ambiguous problems and work with transformation teams to develop recommendations to stakeholders
Requirements
- High School Diploma, GED, or equivalent certification
- At least 2 years of People Management experience
- At least 4 years of Process Management experience
- At least 2 years of Microsoft Office or Google Suite experience
- Bachelor's Degree or Military Experience (preferred)
- PMP, Lean, Agile, or Six Sigma certification (preferred)
- At least 2 years of experience delivering large-scale initiatives in support of organizational change (preferred)
- At least 5 years of Process Management experience (preferred)
- At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
Benefits
- This 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.
- Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
- Hybrid work where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
process managementchange managementprocess strategyprocess mappinghuman centered designlarge-scale initiativesproblem solvingdata analysis
Soft skills
communicationleadershipmentoringinfluencingstakeholder engagementstrategic alignmentteam collaboration
Certifications
PMPLeanAgileSix Sigma
