15 hours
2017-11-162017-12-16

L2 Replace My Card Process Manager

Richmond, VA
Apply Now
  • Job Code
    capitalone2-R37097
Company Capital One

Job Title: L2 Replace My Card Process Manager

JobID: capitalone2-R37097

Location: Richmond, VA, 23261, USA

Description: West Creek 1 (12071), United States of America, Richmond, Virginia



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.



L2 Replace My Card Process Manager



Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company – and a great place to work.



As a L2 Replace My Card Process Manager at Capital One, you will create and drive strategies that are customer-focused using analytics, and expected to excel in a matrix environment. You will lead improvements to the end to end “Replace My Card” experience. You must be able to influence digital and operational intent to deliver on business outcomes. The process manager will be responsible for delivering on our well managed agenda and improve L2/L3 processes by creating documentation, requirements, metrics and controls.



**Responsibilities:**



+ Establish and maintains SLQ2CQ certification and stakeholder interactions

+ Manage relations with other L2s and supporting L3s reporting on performance against customer promises

+ Effectively work in white space and bring structure to deliver on our well manage agenda

+ Manage the L2 improvement pipeline and support new intent design

+ Effectively communicates and influence Product Management, Tech, and Operations partners across multiple levels of the organization

+ Must also be a self-starter, able to see untapped opportunities and make offers to influence long term process vision

+ Ensure organizational listening and response mechanisms are well-managed and effective including closed loop feedback

+ Possesses strong problem-solving skills and the ability to adapt to a dynamic environment

+ Experience working in a role requiring analytical and problem-solving skills to diagnose/solve complex problems

+ Managing and leading a high performing team of associates

+ Deliver on critical customer SLAs

+ Manage supplier performance



**Basic Qualifications** :



+ At least 2 years process management experience

+ At least 2 years people management experience

+ PMP, Lean, Agile or Six Sigma certification



**Preferred Qualifications** :



+ 5 years of Project Management experience

+ 5 years of people management experience



**At this time, Capital One will not sponsor a new applicant for employment authorization for this position.**



Categories

  • Management

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.                                               


Featured Employers

Featured Jobs

CareerConnection Video

Share this job:

L2 Replace My Card Process Manager

Capital One
Richmond, VA

Share this job

L2 Replace My Card Process Manager

Capital One
Richmond, VA

Separate email addresses with commas

Enter valid email address for sender.

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast