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Sr. Process Manager

Capital One


Location:
Chester, VA
Date:
08/17/2017
2017-08-172017-09-16
Job Code:
capitalone2-R31027
Categories:
  • Customer Service/Call Center
  • Management
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Job Details

Company Capital One

Job Title: Sr. Process Manager

JobID: capitalone2-R31027

Location: Chester, VA, 23836, USA

Description: James River Center 2 (12041), United States of America, Chester, 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.



Sr. Process Manager



Card Solutions is a team within the Service Improvement organization dedicated to resolving and reducing highly escalated/high risk exposure Tier 2 complaints and all external, Tier 3 complaints. Card Solutions takes a proactive approach to complaints: identifying common drivers of complaints, partnering with the right teams to reduce future complaints, and driving compliance with our Enterprise Complaints Standard. Simplicity, purity, and unassailability are among the team’s guiding principles.



The Collections Customer Resolution Team is an elite unit within Card Solutions, and is continually looking for and implementing new ways to provide service and exceptional experience for both customers and agents across the network. As a Sr. Process Manager on the Collections Customer Resolution Team (CCRT), you will be part of a smart, talented team responsible for creating and enhancing processes that deliver excellence to your customers, internal and external. You will lead a dynamic team of case management associates who must be well-versed in a significant number of processes both within and external to the collections escalations organization. Creating excitement and maintaining high levels of morale through change are essential for leaders in CCRT, and as a people leader, you will also be responsible to manage, develop and motivate an internal team of associates and strive to exceed standards of customer service and experience.



Responsibilities:



- Accountable for achieving business goals for a team of up to ~14 associates

- Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics

- Prepare and deliver performance reviews for direct reports

- Motivate and develop associates and help them achieve their career aspirations

- Execute flawless management of small projects/initiatives and ad hoc requests assigned to department

- Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc.

- Define and measure performance metrics and clearly communicate to team



-Tracking, managing (and assist in developing) training agenda & material within the department, which also includes Computer Based Training’s



-Partnering and building relationships cross-functionally both inside and outside of the Loss Mitigation Escalations unit



- Leading and owning oversight of smaller process improvement work and collaborating with teammates on larger initiatives



- 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



- Tracking and resolving process breakdowns



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



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



- Acting as a subject matter expert to effectively partner with customers to achieve desired outcome or improvement by clarifying needs, telling compelling stories through PowerPoint presentations, or providing other appropriate solutions



The Person:



We are seeking a dedicated, disciplined, process professional with people leadership experience who excels in a team environment. This person will have excellent communication skills, attention to detail, and can quickly adapt to change. The ability to influence up is a key to success in this position. This is an excellent opportunity to continue your career in the field of Process Management and People Leadership while becoming a subject matter expert in loss mitigation escalations.



Basic Qualifications:



- High School Diploma, GED, equivalent certification or military experience



- At least 1 Year of Process Management experience



- At least 3 Years of People Management experience



- Proficiency in Microsoft Office



Preferred Qualifications:



- Bachelor’s Degree or military experience



- Lean, Agile, Six Sigma, Business Process Management, or Project management certification



- 1 year of experience in Compliance or Risk Management



- 5 years of People Management experience



- 2 years of experience in Process 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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