Manager, Process Improvement

3 weeks ago

Henrico, United States Capital One Financial Corp Full time
West Creek 5 (12075), United States of America, Richmond, Virginia

Manager, Process Improvement (Hybrid)

The Manager level process manager in Bank Operations works with a team of process, product, technology and Bank Operations associates delivering flawlessly executed processes that improve business efficiency and drive results. You will create and modify processes while collaborating with smart and passionate leaders to influence results that have a direct impact on the company's bottom line. You will monitor data trends to measure effectiveness and install necessary benchmarks or thresholds to ensure data integrity. You will educate and gain buy-in from key stakeholders concerning the utilization of process to ensure appropriate execution each time.

We are seeking dedicated, disciplined, process professionals who excel in a team environment and are experts in process improvement driving technology based solutions to implementation. This individual will have demonstrated that they can improve company processes in the past, resulting in saving time and resources for the company. This individual must be able to effectively communicate and influence partners across the company and across multiple levels of the organization. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role. This individual must display strong leadership skills and be able to drive and motivate a team in delivering flawless execution of process improvement projects.

General Responsibilities:
  • Leverage DMAIC tools to improve processes, and reduce risk, and improve customer experience
  • Support continuous discovery, with a focus on technology based solutions
  • Work closely with Project, Product, Process, and Design teams to collaborate on overall strategy, prioritization, processes, requirements and testing of new applications prior to implementation
  • Leverage agile methodologies to perform work, within smaller teams
  • Collect, analyze and measure process data, to initiate sustainable business practices and procedures and for reporting to senior leadership and executives; review data for trends and gaps in the process that may require additional review.
  • Resolve complex problems, where expertise is required to interpret against policies, guidelines or processes; escalate breakdowns in the process by asking the right questions and identify/ involve the right stakeholders to correct breakdowns.
  • Develop formal process documents (e.g. maps, and diagrams), and document processes and projects (creating project reports, presentations, business cases, and diagrams)
  • Develop CTQ's and metrics to measure the health of existing, new or recently changed processes. Collaborate with operations teams to sustainably transition ownership where appropriate to production leaders.
  • Periodically collaborate on larger initiatives, including representing departments on broader change control forums for input and to represent department interests; may challenge forum decisions if project outcome impacts department processes. May participate in cross-functional project teams, including projects driven by other parts of the organization, to provide input, liaise with training, and partner with groups on execution efforts.
  • Provide training to internal customers on specific processes being changed; may deliver presentations, including up to the executive level.
  • Using Six Sigma methodology to identify opportunities within the existing processes and influencing leadership to implement
Location: This role is Hybrid, where you will be expected 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 Process Management, Project Management or Risk Management experience
  • At least 1 year of experience supporting technology teams
Preferred Qualifications:
  • Bachelor's Degree or military experience
  • BPM, PMP, Lean, Agile, or Six Sigma certification
  • 6+ years of Process Management or Project Management experience
  • 1+ years of Agile experience
  • 1+ year of data visualization experience
  • 1+ year of experience in using JIRA


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

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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 [redacted] or via email at RecruitingA[redacted]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to C[redacted]

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

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