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Principal Process Manager

Capital One


Location:
Richmond, VA
Date:
06/22/2017
2017-06-222017-07-22
Job Code:
capitalone2-R22952
Categories:
  • Management
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Job Details

Company Capital One

Job Title: Principal Process Manager

JobID: capitalone2-R22952

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.



Principal Process Manager



The Department:



Workforce Management’s vision is “to be the preferred and most trusted resource for all workforce planning, scheduling and innovative business process design services that creates efficiencies across the Capital One Channels Organization and beyond while enhancing the customer experience.”



We ensure the right number of highly skilled associates are in the right place at the right time to assist customers when they contact Capital One. Workforce Management partners with and serves internal customers in a horizontal capacity to create staffing plans between “day-of” and two years out. We manage processes, but more importantly, we improve both the associate and customer experience.



The Role:



As a Process Manager at Capital One, you will be part of a smart, talented team responsible for creating and enhancing processes that deliver excellence to your customer each and every time. The Process Manager Associate will play a key role in delivering processes that impact the company’s bottom line. In this position, you will contribute immediately while strengthening your process management best practices.



Additional Information:



- Owning horizontal relationships and project management



- Highly Fungible



- Crisis management (“fire-fighting”)



- Process auditing and analytics



- Workforce Management consultation and education



- Lead/support Projects as required

- Provide operations leaders with critical daily, weekly and monthly reporting that allows them to successfully manage their business

- Collecting data and information and using analytics and reporting to provide transparency to senior leadership and executives

- Identify and implement process improvements driving issue resolution/risk mitigation activities

- Leading and owning oversight of process improvement and audit work; collaborating with teammates as necessary

- Partner across multiple LOBs to influence and drive alignment of shared processes

- Understanding customers’ needs of the process and driving process improvements

- Developing and maintaining formal process documentation including procedures and process flow diagrams

- May lead a team and/or direct others on projects



The Person:



We are seeking dedicated, disciplined, process professionals who excel in a team environment. This person will have excellent communication skills, attention to detail, and have the ability to adapt to change quickly. The ability to influence up is key to success in this position. This is an excellent opportunity to continue your career in the field of Process Management.



Basic Qualifications:



- High School Diploma, GED, Equivalent Certification or Military experience



- At least 2 Years of process management experience



- At least 2 years experience in call centers (Operations, Workforce Management, Quality Assurance)



- Proficiency in MS Office



Preferred Qualifications:



- Bachelors Degree or Military experience



- Lean, Agile, Six Sigma or Project management certification



- 5 years of experience in Process Management



- Agile, Lean, Six Sigma certification and/or experience



- 5 years of experience in call center operations



- 3 years of experience in workforce management



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



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.                                               


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