Manager, Strategy and Delivery Project Manager (Client Servicing Experience Delivery Lead)

NYC 299 Park Avenue (22957), United States of America, New York, New York

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, Strategy and Delivery Project Manager (Client Servicing Experience Delivery Lead)

Managers on the Commercial Strategy & Delivery team demonstrate independence in solving complex problems and are seen as trusted change advisors influencing strategy development and execution. Using agile principles, they conduct and coordinate analysis that supports the development and execution of corporate or line of business strategy. They regularly integrate and influence multiple workstreams. Seen as a strong consultant by business and strategy partners in developing and delivering programs that help to answer specific business questions or inform change management strategy development. Communicate results of research/analysis and delivery to senior leadership.

This role will engage our Client Service, Product Management and Operations business partners to define and manage credit servicing experience and adoption programs to reinforce a best-in-class digital servicing experience for Commercial clients


Transformation Leadership and Management:

  • Consult with business partners to understand complex problems and focus on bringing issues to resolution, influencing and escalating as necessary to meet timelines. Includes clarifying and defining transformation requirements / scope for cross-functional problems.
  • Conduct independent research and analysis to solve ambiguous client problems. Work with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions.
  • Own high impact transformation initiatives and contribute to the overall outcomes, definition, scoping, design, and delivery.
  • Manage multiple initiatives simultaneously using strong time management and prioritization skills.
  • Distill big picture intent into to tactical requirements and implementation plans.
  • Create and deliver presentations to senior management. Guide and influence senior management discussions and decisions.
  • Create over-arching roadmaps, communication and change management plans.
  • Ultimately responsible for day-to-day operational aspects of the initiative; participate in agile ceremonies and backlog grooming, benefits definition, management of changes, decisions, issues and risks, and assigning and managing team accountabilities.
  • Ultimately responsible for timely completion of all deliverables and initiative intent

Execution of Digital Adoption Campaigns:
  • Partner with Product, Service and Operations to identify and prioritize buildout of digital servicing features according to corresponding business value / impact
  • Manage readiness and rollout for new digital capabilities; conduct follow-on campaigns to meet adoption targets
  • Develop, manage, and enhance reporting capabilities to track adoption progress and effectiveness

Expertise Development:
  • Develop expertise on departmental processes and procedures through participation in change initiatives and a willingness to learn.

Basic Qualifications:
  • Bachelor's Degree or equivalent military experience
  • At least 3 Years of leading transformations using scaled Agile concepts and team structures
  • At least 1 Year of People Management experience

Preferred Qualifications:
  • Master's degree or MBA
  • At least 5 years of experience leading large scale and complex transformations
  • At least 3 years of People Management experience
  • At least 3 years of Corporate Strategy Consulting experience
  • At least 3 years of Financial services or banking industry experience
  • Commercial Banking experience
  • Agile, Lean, or Six Sigma certification
  • Consulting or strategic advisory background
  • Online Servicing or Customer Adoption campaigns experience in the Banking industry
  • Exceptional communication and collaboration skills
  • Excellent problem solving and influencing skills
  • Business case analytics
  • Executive communications and presentations

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

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