Sr Manager, Legal Customer Resiliency - Process and Operations Lead

West Creek 2 (12072), 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 Manager, Legal Customer Resiliency - Process and Operations Lead

Legal Customer Resiliency helps Capital One successfully lend to tens of millions of customers by influencing able, but not always willing, customers to resolve their debts. We help to reduce losses and provide Capital One financial resiliency during downturns. Legal is a large, complex operation with some unique risks to manage - including 40+ law firms across the country, each on their own systems, state and even specific jurisdiction laws and requirements, and high regulatory interest. While we have been on a path to massively simplify and are running a well-managed operation, we seek to truly transform (including who we sue and our technology and control infrastructure).

Legal Customer Resiliency is seeking an energetic Senior Manager to be their Process and Operations Lead and join their leadership team. You will lead a large team of process managers in delivering flawlessly executed processes that improve business efficiency and drive results. You will create and modify processes while collaborating with smart and passionate leaders to influence results that have a direct impact on the company's bottom line. You will monitor data trends to measure effectiveness and implement necessary benchmarks or thresholds to ensure data integrity. You will educate and gain buy-in from key stakeholders concerning the utilization of process to ensure appropriate execution each and every time.

We are seeking a dedicated, disciplined, process professional who excels in a team environment and is experienced in process improvement. This individual will have demonstrated that they can improve company processes in the past, resulting in saving time and resources for the company. This individual must be able to effectively communicate and influence partners across the department and across multiple levels of the organization. Strong judgment, ownership, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role. This individual must display strong people leadership skills and be able to drive and motivate a large team in delivering flawless execution of process improvement projects.

General Responsibilities:

  • Managing, motivating and leading a high performing large team of associates
  • Creating, validating and running processes (through their team)
  • Defining and producing metrics used to measure efficiency and effectiveness
  • Driving process improvements aligned with desired customer outcomes
  • Providing subject matter expertise on processes when representing the department in audits and with other stakeholders


Basic Qualifications:
  • Bachelor's Degree or military experience
  • At least 3 years of experience in Process management
  • At least 3 years of experience in People management


Preferred Qualifications:
  • Master's Degree
  • Process certifications
  • 5 years of experience in Process management
  • 5 years of experience in Project management
  • 5 years of experience in People management


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


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