Manager, Process Management - US Card Complaints Governance

Overview Manager, Process Management - US Card Complaints Governance

As a member of the Complaints Governance and Intent Team (CGI), you will leverage your risk management skills in conjunction with process management background & knowledge to ensure the processes we develop or execute upon are properly documented, accurately updated and efficient. You will closely collaborate with other Complaints Horizontal verticals in Intent & Delivery; as well as escalated Operational teams and partner with stakeholders across the Card Channels organization on initiatives to help drive strategic transformation, accountability and necessary change to achieve well-managed objectives reducing risk across the overall Complaints ecosystem

Organizational Summary

The CGI Team sits within the Mainstreet organization and owns the Manage Customer Complaint (MCC) L2. The team ensures key business processes that address customer complaints & inquiries are cared for throughout the US Card Complaints Management program. We have ~10 associates on our team and are primarily located in the Richmond, VA area with some members co-located in West Creek 1. 

We are seeking a disciplined process professional who excels in a team environment and is an expert in process management and improvement with a strong understanding of Risk, Controls, Problem management and Strategy development. This individual will have demonstrated that they can drive strategic development & improve processes, resulting in risk reduction and removal of arbitrary uniqueness. The ideal candidate must be able to effectively communicate and influence partners across Channels and across multiple levels of the organization, strong analytical skills, attention to detail, and the ability to adapt to an ever- changing, fast-paced environment. This individual must display strong judgment and problem solving skills to be able to drive change, elevate processes and ensure US Card Operations adhere to the requirements within the Enterprise Complaint Standard in a well managed fashion and is always ‘camera ready’ for 2nd and 3rd line activities. The successful candidate will possess exceptional collaboration & prioritization skills with the ability to execute against strict timeliness requirements when managing open Problems/Events, Audit/Exam reviews or during L2 Control execution and/or testing.

We are looking for a leader who can:

Lead Strategic Direction 

• Partner closely within and outside Org with leaders to ensure strategic development aligns across the Channels organization. Specifically ensuring a focus on (1) Process intent delivery and operational readiness (2) influencing product roadmaps through the delivery of insights and strategic listening

• Inform our strategic programs and initiatives, partnering with project and product teams to represent the customer and agent perspective to design to develop processes that track progress, identify and address issues 

• Lead high impact transformation initiatives and change management, contributing to the overall outcomes, definition, scoping, design, and delivery of the business

Influence

• Create process & delivery roadmaps in partnership with tech, product, ops and intent teams with a focus to elevate CX/AX

• Ensure the design is built for agents, customer and aligns to Enterprise Complaint Standard requirements

• Create and deliver presentations to our partners & leadership to guide and influence discussions and decisions 

Lead Horizontally 

• Create, establish, and manage communications across teams to ensure optimal engagement of leaders 

• Consult with business partners to understand complex problems with a goal of resolving issues and/or escalating road-blocks as necessary to meet business deadlines

• Help deep-dive, analyze, and solve ambiguous problems

• Work with transformation teams to develop recommendations to stakeholders

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 3 years of experience in Process Management, Project Management, or equivalent escalated operational experience

• At least 2 years of delivering large scale initiatives or projects

• At least 2 years of experience supporting, partnering, or interacting with internal business clients

Preferred Qualifications:

• Bachelor's Degree or military experience

• Process or Project Management certification (i.e. Scaled Agile, Lean, PMP)

• 3+ years of experience in Process Management, Project Management, or equivalent escalated operational experience

• 3+ years of experience leading large scale process initiatives or projects

• 2+ 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.

Sales Territory: $122,100 - $139,400 for Manager, Process Management

McLean, VA: $134,400 - $153,300 for Manager, Process Management

Richmond, VA: $122,100 - $139,400 for Manager, Process Management

New York, NY: $146,600 - $167,300 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 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.

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