US CARD Credit Bureau Disputes- Process Manager

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.

US CARD Credit Bureau Disputes- Process Manager

Capital One, a Fortune 500 company and one of the nation's top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation's great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company - and a great place to work.

We are seeking a high performing Manager, Process Management that has a bias for action relative to improving back office processes, is experienced in agile methodologies, can bring game changing transformation and has a vision for the future.

The CBD Continuous Improvement Team (CIM) manages an aggressive continuous improvement agenda on behalf of the US CARD Credit Bureau Disputes operations. The Credit Bureau Disputes operation primarily processes credit file disputes that are received from consumers via phone, mail, and indirectly from the credit reporting agencies. The CIM team is responsible for driving resolution of operations performance gaps when process oriented, managing large project, platform, and partner changes for the integration into existing process flows, and triaging voice of the agent/customer inputs in an agile environment.

This role will also have direct people-management responsibility for a team of process managers and process coordinators who will execute on the CIM agenda.

Responsibilities of this role may include:

- Driving process improvements focused on risk reduction & desired customer outcomes

- Leading the daily interaction of a small team of direct reports using agile methodology

- Regularly prioritizing a backlog of BAU process improvement initiatives as business evolves

- Work with various stakeholders to establish roadmaps in ambiguous context

- Helping team to remove impediments using a strong problem-solving approach - knowing when to escalate

- Designing and producing metrics used to measure efficiency and effectiveness of capabilities and features

- Providing subject matter expertise on CBD business processes

Basic Qualifications:

  • High School Diploma, GED or equivalent certification, or Military experience
  • At least 2 years of experience in Process management
  • At least 2 years of experience in People management
  • At least 2 years of experience in Relationship management


Preferred Qualifications:
  • Bachelor's Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science or Information Systems
  • Lean certification or Six Sigma certification
  • At least 5 years of experience in Process management
  • At least 5 years of experience in People management
  • At least 5 years of experience in Complex problem solving
  • At least 5 years of experience in Relationship management


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


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