Manager, Process Manager - Bank Voice Servicing (Hybrid)

Overview Manager, Process Manager - Bank Voice Servicing (Hybrid)

We’re looking for an experienced process leader to join our team to lead delivery for high priority strategic initiatives. In this role, you will lead a team focused on improving our frontlines ability to handle complex digital call types, support issue triage and readiness for large scale Retail Bank initiatives, and establish a closed loop feedback channel between operations and partner teams. The ideal candidate is a creative problem solver, equally adept at influencing others through a compelling communication style as they are at developing a team that can drive results through this same skillset. This individual will solve cross-functional problems through building relationships both internally and externally (operations, product, tech) and develop effective communication strategies that identify key pain points and provide valuable insights leading to enhancements. Interested candidates should be self-led, are team players, and will optimally possess foundational knowledge of various Retail Bank and Retail Small Business operating processes.

The Team

• The Bank Voice Servicing Team is made up of our frontline teammates and leaders that support our Customers directly in our Bank contact center. We also have a horizontal support structure that delivers internally and externally driven change to support the best possible associate and customer experience outcomes. 

• This role will support our Feedback and Insights Team, one that consists of horizontal support for Bank Voice servicing. The Feedback and Insights Team is responsible for: 

  • Digital Readiness for our servicing associates enabling them to effectively handle complex call types

  • Dedicated triage support for large scale initiatives that impact our Bank Voice Servicing team and our customers

  • Design and Delivery of our Closed Loop strategy to influence partners and empower the broader Feedback and Insights Team to better understand their priorities 

The Role

• Drive organizational change by owning and improving innovative, scalable systems and processes for strategic planning and execution of Objectives and Key Results (OKRs)

• Lead medium to large complex projects and provide strategic direction to team members in a matrixed environment, and put structure in place quickly to drive results

• Partner cross-functionally with various stakeholders to provide strategic and tactical thought partnerships to effectively drive strategic planning and delivery

• Communicate across all levels to drive results and elevate key decision-points to leadership

• Design, develop, and manage project plans in a complex dynamic environment and ensure programs / initiatives are being documented appropriately to mitigate risk and on time delivery

The Person

• A highly disciplined process professional who excels in a team environment 

• A person who possesses exceptional communication skills (both verbal and written) and can communicate effectively within a team as well as to senior leaders / broader audiences

• Someone who is a transformational story teller, and can elevate risks, as well influence partners and key stakeholders across the company and multiple levels of the organization 

• A demonstrated competency in problem solving, breaking down large, complex projects into manageable bodies of work, and can implement improvements to mitigate issues / breakdowns

• A balance of both attention to detail and a holistic understanding of the strategy / outcome through what are often ambiguous problem / scope statements

Location: 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 certification

• At least 3 years of process or project management experience 

• At least 2 years of experience using Google Suite or Microsoft Office

• At least 1 year of experience in People Leadership

Preferred Qualifications

• Bachelor's Degree

• PMP, Lean, Agile or Six Sigma certification

• At least 4 years of process or project management experience

• At least 2 years of People Leadership experience

• At least 1 year of experience in using Confluence and Jira

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

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

Wilmington, DE: $122,100 - $139,400 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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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).