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West Creek 1 (12071), United States of America, Richmond, VirginiaAt Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.Senior Manager, Process Management- US Card Servicing StrategyAs a Leader in Card Servicing Strategy, you will be part of a smart, talented team responsible for transforming the customer and agent servicing experiences You will regularly integrate and influence multiple groups and be seen as a strong consultant by business 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 processes deliver breakthrough business results and radically transform customer service.On any given day you will be:Leading Strategic Direction
Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening
Designs the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues
Leading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery
Influencing
Creating over-arching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design
Ensuring the product design is built for agents and customers
Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions
Leading Horizontally
Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders
Consulting 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 problems
Conducting 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 decisions
Providing Operational Excellence
Responsibility 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 basis
Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency
Intimately understanding the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups
What 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 hard-core 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
Analytical- You're Not scared of numbers; instead you believe they help illuminate the truth
Customer-Centric- You lead with human centered design as the basis for decision making and influencing outcomes
Basic Qualifications:
Bachelor's Degree or military experience
At least 5 years of experience in People Management
At least 3 years of experience in Strategic Planning
Preferred Qualifications:
Masters Degree in Industrial engineering, Process engineering, Process management, Systems engineering, Management, Business or Business Administration (MBA)
Process or Project Management certification (i.e. Scaled Agile, Lean, , PMP)
7+ years of experience in People Management
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
