Process Management

Description:

At 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.

In this Process Manager role in Loss Mitigation, you will be in the driving seat for managing our traditional and digital contact strategies to customers who are struggling with their debt, including our exciting vision to create effortless digital engagement experiences via our web and mobile servicing platforms.

Process Managers love solving problems and making things better.

Our Process Managers are deployed across all areas of the business - Customer Acquisitions, Customer Management, Customer Engagement, and more - and have a huge impact on ensuring we are consistently keeping our customer promises and solving complex problems to help make us more efficient. You’re guaranteed to be part of a smart, talented team of people responsible for creating and enhancing processes that aim to deliver excellence to your customers in every interaction.

Process Managers also obsess about understanding how things work - that means mapping out business processes, understanding and mitigating business risks and ensuring we have the right controls and solutions in place – and then making them better. We work in agile, cross-functional teams so you’ll also have the opportunity to learn from other job families like Data Science, Business Analytics and Product Management too.

Your Responsibilities Will Involve The Following:

• Direct oversight of two business processes, including designing and implementing process improvements, managing risks, and leading in the development of new digital tools and features;
• Collaborate with cross functional teams including US partners to develop and execute effective and efficient rollout of critical business changes;
• Use a variety of techniques and tools to define, manage and improve processes, like Visual Management, Business Process Management, Lean, and Six Sigma;
• Develop and perform quality assurance routines, controls, and monitoring to measure and analyze process performance on existing processes;
• Establishing an environment of continuous improvement where we are constantly leaning into technology, driving standardization, and improving individual performance and skill sets

Here’s What You’ll Need To Be Successful:

• A passion for problem solving with the ability to lean into challenges;
• Excellent communication skills;
• Self-starter, accepts ownership, must be capable of handling multiple tasks in a fast-paced environment;
• Solid organizational skills including attention to detail and multi-tasking skills;
• A desire to be data-driven in your decision making;

Basic Qualifications:

• Bachelor’s degree in Engineering, Business, Commerce, Science or related fields;
• 2+ years of experience designing, building, managing and improving processes;
• 2+ years of experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively

Preferred Qualifications:

• Experience of using Lean & Six Sigma tools & methodology;
• Experience working in the Financial or Tech industries;
• Experience working in an Agile workplace environment;
• Experience in basic coding and/or data visualization (e.g. SQL, Tableau)

Capital One is adopting a flexible hybrid working model - one that creates the opportunity to match the work that we do to the environment that best supports that work. We recognize that everyone has a unique working pattern so we’re open to discussing flexible working arrangements that will best accommodate you.