Manager, Process Management

West Creek 8 (12080), 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.

Manager, Process Management

Capital One Process Managers thrive in understanding how things work - that means mapping out business processes, understanding and mitigating business risks and ensuring we have the right controls in place - and then making them better. As a Process Manager, you will work with extended teams across the enterprise to manage and improve our business processes.

The responsibilities of the Process Manager include:

  • Manage the daily process flow including process measurement, analysis, and responding to breakdowns as needed
  • Define and implement process improvement agendas, driving efficiencies to create better experiences for our customers
  • Leverage Service Design methodology to define and implement best in class customer experiences
  • Collaborate with various departments (such as our agile software studio, our partners or our customer service sites) in different locations to develop and execute effective processes
  • Apply leadership skills such as communication and change management to help drive key priorities like product launches, technology changes, and continuous improvement
  • Use a variety of Lean and Six Sigma techniques and tools to design, manage and improve processes.
  • Maintain knowledge of operational procedures and ensure documentation is relevant and updated
  • Perform quality assurance routines on existing processes
  • Proactively identify and mitigate risk by implementing well-managed processes and the use of quality management tools
  • Provide oversight of the daily process flow including process performance, analysis, and responding to breakdowns as needed
  • Collaborate with various departments (such as our agile software studio, our partners or our customer service sites) in different locations to develop and execute effective processes


Basic Qualifications:
  • Bachelor's Degree
  • At least 5 years of experience designing and managing processes.
  • At least 5 year experience working in a cross-functional environment.

Preferred Qualifications:
  • Experience working in the Information Technology Industry
  • Experience working in an Agile workplace environment
  • Experience with Agile tools, Align, Confluence, Jira

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


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