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Sr Process Manager, Inbound Payments

Capital One


Location:
Richmond, VA
Date:
04/27/2017
Job Code:
capitalone2-R21406
Categories:
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Job Details

Company Capital One

Job Title: Sr Process Manager, Inbound Payments

JobID: capitalone2-R21406

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.



Sr Process Manager, Inbound Payments



The Inbound Payments Senior Process Manager role is essential in ensuring a well-managed operation for the business critical function of payment fulfillment. This scope of this role includes oversight of Inbound Payments operations, ownership of servicing intent for payment processing, relationship accountability with partner fulfillment teams, and the continuous improvement agenda for Inbound Payment processes.



Making a payment on your credit card is one of the most fundamental yet critical touch-points we have with our customers. Given the importance of this interaction and the emotions inherently tied to it, it is critical that the fulfillment and integrated customer experience for Inbound Payments is well-managed.



As the Senior Process Manager for Inbound Payments, you will work as a strategic partner with cross-functional teams across Card and the Enterprise to oversee the value chain operations and integrated servicing experience for Inbound Payments.



Specific responsibilities include, but are not limited to:



+ Accountable for Inbound Payments value chain process metrics

+ Oversight of Inbound Payments issues and risk events

+ Owns engagement and operating model with partner fulfillment teams in the Inbound Payments value chain

+ Value chain owner for Inbound Payments voice of the customer (ex. complaints, voice of the associate, call/digital listening)

+ Content domain ownership for Manage My Payments

+ Oversees project delivery for critical continuous improvements efforts and strategic intent impacting Inbound Payments

+ Ownership of Inbound Payments impact assessments for Card priorities (ex. NPMIG, COIA)

+ Accountable for Inbound Payments well managed agenda (controls, monitoring, business continuity, process documentation, critical business process certification)



Preferred skills and competencies include:



+ Proven experience in leading complex processes and value chain teams

+ Highly effective in communication, facilitation, and influence skills

+ Experience in collaborating and working with cross-functional teams

+ Strength in solving complex business problems and using judgment to resolve issues



**Basic Qualifications:**



- Bachelors Degree in Business Administration, Accounting, Management, Human Resources or Economics or Military Experience



- 2 years of experience in Process management



- 2 years of experience in Project management



- 2 years of experience in People management



- 2 years of experience in Complex problem solving



- 2 years of experience in Relationship management



**Preferred Qualifications** :



- Masters Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science or Information Systems or Military Experience



- Process Management (i.e. LEAN, Six Sigma), Certification



- Business Process Management Certification



- 5 years of experience in Process management



- 5 years of experience in Project management



- 5 years of experience in People management



- 5 years of experience in Complex problem solving



- 5 years of experience in Relationship 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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