Process Manager

Process Manager - Manager (Hybrid)

Job Description

The Manager, Card Quality Assurance (QA) Process Manager is responsible for designing and deploying strategic monitoring practices across the Card Channels environment that accommodates evolving business needs while focusing on the customer journey. You will serve as a thought-partner to a variety of different stakeholders across the organization and should always champion continuous improvement, a culture of risk management and understand the value proposition of quality monitoring. You will serve as a subject matter expert (SME) for quality intent and should intimately understand the various tools at your disposal to respond to need. You will also be responsible for synthesizing a variety of different data outputs to build a perspective that can provide partners with information to take action and drive performance outcomes. You should be familiar with how to review large data-sets in order to extract actionable insights. This individual will have demonstrated that they can improve company processes in the past, resulting in saving time and resources and better outcomes 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 relationship skills, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role.

This will be an Individual Contributor role that will be responsible for leading without direct authority across a variety of stakeholders and partners, but could potentially transition into a People Leader role. You will be a key thought partner in the strategic development of a process monitoring function that identifies opportunities to enhance the customer experience. You should be familiar with process documentation (SOP, FMEA, RACI etc) and have a familiar understanding of our operational risk and control environment. You should foster a robust, always-on audit readiness environment. This role requires a blend of strategic foresight, analytical acumen, and a deep understanding of the operational landscape.

Key Responsibilities:

• Develop and implement QA process monitoring that has an emphasis on the customer experience and journey. Ensure processes are documented, processes are prioritized and business objectives met.
• Identify and drive process improvements that improve the customer experience, lower costs and ensure highest quality.
• Develop strategies in a fast-paced environment where new variables are constantly emerging for our process monitoring program.
• Partner with process, tech and product to drive operational improvements and efficiencies.
• Translate business requirements and objectives into a clear, actionable QA strategy, serving as the SME for new projects and initiatives.
• Analyze multiple data outputs to create a compelling story which identifies emerging trends and gaps in current quality monitoring, and propose solutions that drive sustainable change.
• Collaborate with key stakeholders across the company to gain buy-in and ensure the effective utilization of newly implemented QA processes.
• Design and produce metrics to measure the effectiveness of new QA initiatives and strategic monitoring efforts.
• Lead and manage special projects and initiatives as needed, ensuring timely and effective completion.

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office (Richmond, VA or McLean, VA) and the remainder of the week working virtually.

Basic Qualifications

• Bachelor's Degree or Military experience
• At least 3 years of experience in Process, Project or Risk Management
• At least 2 years of experience using Google Suite or Microsoft Office

Preferred Qualifications:

• Master's Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science or Information Systems
• Lean certification or Six Sigma certification
• At least 4 years of experience in Process, Project, or Risk management
• At least 3 years of experience in People management

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $126,700 - $144,600 for Manager, Process Management

Richmond, VA: $115,200 - $131,500 for Manager, Process Management

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.

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. 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 (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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 ; 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.

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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).