Manager, Process Manager - Bank Voice Servicing (Hybrid)

 We’re looking for an experienced process leader to join our team to lead delivery for high priority strategic initiatives. In this role, you will lead a team focused on improving our frontlines ability to handle complex digital call types, support issue triage and readiness for large scale Retail Bank initiatives, and establish a closed loop feedback channel between operations and partner teams.  The ideal candidate is a creative problem solver, equally adept at influencing others through a compelling communication style as they are at developing a team that can drive results through this same skillset. This individual will solve cross-functional problems through building relationships both internally and externally (operations, product, tech) and develop effective communication strategies that identify key pain points and provide valuable insights leading to enhancements. Interested candidates should be self-led, are team players, and will optimally possess foundational knowledge of various Retail Bank and Retail Small Business operating processes. 

The Team

• The Bank Voice Servicing Team is made up of our frontline teammates and leaders that support our Customers directly in our Bank contact center. We also have a horizontal support structure that delivers internally and externally driven change to support the best possible associate and customer experience outcomes. 

• This role will support our Feedback and Insights Team, one that consists of horizontal support for Bank Voice servicing. The Feedback and Insights Team is responsible for: 

  • Digital Readiness for our servicing associates enabling them to effectively handle complex call types

  • Dedicated triage support for large scale initiatives that impact our Bank Voice Servicing team and our customers

  • Design and Delivery of our Closed Loop strategy to influence partners and empower the broader Feedback and Insights Team to better understand their priorities 

The Role

• Drive organizational change by owning and improving innovative, scalable systems and processes for strategic planning and execution of Objectives and Key Results (OKRs)

• Lead medium to large complex projects and provide strategic direction to team members in a matrixed environment, and put structure in place quickly to drive results

• Partner cross-functionally with various stakeholders to provide strategic and tactical thought partnerships to effectively drive strategic planning and delivery

• Communicate across all levels to drive  results and elevate key decision-points to leadership

• Design, develop, and manage project plans in a complex dynamic environment and ensure programs / initiatives are being documented appropriately to mitigate risk and on time delivery

The Person

• A highly disciplined process professional who excels in a team environment 

• A person who possesses exceptional communication skills (both verbal and written) and can communicate effectively within a team as well as to senior leaders / broader audiences

• Someone who is a transformational story teller, and can elevate risks, as well influence partners and key stakeholders across the company and multiple levels of the organization 

• A demonstrated competency in problem solving, breaking down large, complex projects into manageable bodies of work, and can implement improvements to mitigate issues / breakdowns

• A balance of both attention to detail and a holistic understanding of the strategy / outcome through what are often ambiguous problem / scope statements

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic Qualifications

• High School Diploma, GED or equivalent certification

• At least 3 years of process or project management experience 

• At least 2 years of experience using Google Suite or Microsoft Office

• At least 1 year of experience in People Leadership

Preferred Qualifications

• Bachelor's Degree

• PMP, Lean, Agile or Six Sigma certification

• At least 4 years of process or project management experience

• At least 2 years of People Leadership experience

• At least 1 year of experience in using Confluence and Jira

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