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Process Manager - Product Owner - Bank Operations

Capital One

Glen Allen, VA
Job Code:
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Job Details

Company Capital One

Job Title: Process Manager - Product Owner - Bank Operations

JobID: capitalone2-R20575

Location: Glen Allen, VA, 23060, USA

Description: East Shore 2 (12025), United States of America, Glen Allen, Virginia

Process Manager - Product Owner - Bank Operations

This role will serve as a product owner and be responsible for defining strategy and intent for call routing and delivery processes. The associate will lead a delivery team that builds new or enhances existing contact center capabilities. The platforms covered in this space include, but are not limited to: ACD, CTI, schedule adherence, and call recording. The team will follow an Agile delivery methodology, with the product owner maintaining the backlog and pulling in work during each sprint. A constant interaction with the delivery team is expected as will working with a variety of operational stakeholders to ground requirements and articulate upcoming changes. As issues are reported with any delivered enhancements, the product owner will ensure there is adequate support and will be involved in the troubleshooting process.

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 product management you will deliver flawlessly executed processes that improve business efficiency and drive results. You will create and modify processes while collaborating with smart and passionate leaders to influence results that have a direct impact on the company’s bottom line. You will monitor data trends to measure effectiveness and install necessary benchmarks or thresholds to ensure data integrity. You will educate and gain buy-in from key stakeholders concerning the utilization of process to ensure appropriate execution each and every time.

Responsibilities of this role may include:

- Creating and validating processes

- Designing and producing metrics used to measure efficiency and effectiveness

- Driving process improvements aligned with desired customer outcomes

- Analyzing, identifying, and correcting data issues with systems used or owned by a department

- Providing subject matter expertise on processes when representing the department in projects and other meetings

- Managing and leading a high performing team of associates

**Basic Qualifiers:**

- Bachelor's Degree or Military Experience

- 2 years experience in product or process management

- 2 years experience in project management

Preferred Qualifiers:

- 4 years experience in product or process management

- 2 years experience supporting Contact Center Operations

- 2 years experience in complex problem solving

- Advanced knowledge working in Microsoft Office Suite

- 1 year experience working in Agile Methodologies

- 1 year experience with Microsoft Vizio

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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