Process Manager

Manager, Operation Servicing Strategy, Speciality Ops HorizontalAs a Manager, Operation Servicing Strategy, Speciality Ops Horizontal, you will be part of a smart, talented team responsible for transforming the infrastructure and customer service experience for our customers. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business and strategy partners in developing strategic capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stakeholders to ensure the technology and process deliver breakthrough business results and radically transform customer service.Specific responsibilities include:Reimagine agent experiencesReduce manual processesImprove Ops efficiency by streamlining processes and reducing redundancyLead a high performing teamOn any given day you will be:Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through intent delivery and operational readiness, servicing strategy, influencing their product roadmap through the delivery of insights and listeningDesigns the strategic programs and initiatives partnering with project and products teams to integrate the customer and agent design to develop processes that track progress, identify and address issuesLeading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design and deliveryEmpower your team to influence product vision, optimize team performance and support products from conception to launchFoster a culture of psychological safety, continuous learning, ownership and high performanceInfluencingCreating overarching roadmaps, in partnership with tech, product and intent teams with a focus on human centered designEnsuring the product design is built for agents and customersCreating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions.Leading HorizontallyCreating, establishing and managing communication across teams to ensure optimal engagement of associates and leadersConsulting with business partners to understand complex problems and focus on bringing issues to resolution, horizontal influence and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines. Clarifying and defining transformation requirements / scope for cross-functional problemsConducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g. senior management and/or executives) enabling them to make key business decisionsProviding Operational ExcellenceUltimately be responsible for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basisDistilling big picture intent into tactical requirements and implementation plans and executing process efficiencyIntimately understanding the heart of specific operations and represent the voice of that operations to multiple product teams and client stakeholder groupsWhat skills you need to bring to the table:Leadership- Influencing, challenging and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management.Technical and Strategic- While you may not be a hardcore coder, you should have a solid understanding of the business trade-offs and how to get the most out of our technology. Further, you will be diving into problems with the Business Analysts, Ops leaders and Tech teams and they will think of you as an 'honorary member of the guild' because you can speak their language.Curiosity- You ask why, you explore, and you're not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones.Do-er- You have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results.Communicator- You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform and influence outcomes. They know your priorities and why you are doing what you are doing. You can craft compelling narratives to communicate strategy and vision to senior management and stakeholdersAnalytical- You're not scared of numbers, instead you believe they will help illuminate the truthCustomer-Centric- You lead with human centered design as the basis for the decision making and influencing outcomesLocation: This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.Basic Qualifications:High School Diploma, GED or equivalent certificationAt least 2 years of experience in Process or Project managementAt least 2 years of experience in People managementAt least 2 years of experience in Relationship managementPreferred Qualifications:Master's Degree or military experienceLean certification or Six Sigma certificationAt least 5 years of experience in Process or Project managementAt least 5 years of experience in People managementAt least 5 years of experience in Complex problem solvingAt 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.Richmond, VA: $122,100 - $139,400 for Manager, Process ManagementPlano, TX: $122,100 - $139,400 for Manager, Process ManagementCandidates 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.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 View phone number on click.appcast.io or via email at View email address on click.appcast.io. 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 View email address on click.appcast.io 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).