Senior Process Manager, Cash Resolutions Team (Hybrid

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Join to apply for the Senior Process Manager, Cash Resolutions Team (Hybrid) role at Capital One

As a Senior Process Manager on the Cash Resolutions Team, you are responsible for leading a team of associates who support various research and resolution focused processes and initiatives. This is a collaborative role with a focus on operational processes, ensuring process accuracy and influencing results with a direct impact on the customer experience and the company’s bottom line. This individual must be able to effectively communicate and influence internally across multiple levels of the organization and externally with our 3rd party providers.

Strong analytical skills, attention to detail, and the ability to adapt to a dynamic environment are essential to succeeding in this role. This individual must display strong leadership skills, be able to motivate a team and drive the implementation and sustainability of well managed processes.

General Responsibilities

• Manage and lead a team of associates
• Coach and train associates on processes, performance targets and goals
• Facilitate talent development and performance management activities
• Provide leadership oversight of issue resolutions processes
• Hold team, 3rd party partners and other stakeholders accountable for well managed issue resolution support
• Provide guidance to associates troubleshooting issues through to resolution and root cause identification to expedite resolutions and reduce potential for recurrence
• Resolve complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes
• Escalate breakdowns in the process by asking the right questions and identify/involve the right stakeholders to correct breakdowns
• Develop and enhance professional rapport with line of business partners across the Bank and with our 3rd party providers
• Drive simplicity through the identification and implementation of process improvements and workflow enhancements
• Maintain a customer focus by driving process improvements aligned with desired customer outcomes
• Create and validate processes to ensure risk reduction and adherence to controls
• Maintain formal process and procedural documentation
• Maintain a risk and controls focus to reduce potential process risk
• Ensure compliance with policies and procedures
• Design and produce metrics used to measure efficiency and effectiveness
• Leverage process data to identify trends and outliers and to identify potential process gaps requiring attention
• Collect, analyze and measure process data, to initiate sustainable business practices and procedures and for reporting to senior leadership
• Provide subject matter expertise on processes when representing the department in projects and other meetings
• Collaborate on larger initiatives, including representing the department on broader change control forums for input and to represent the interest of the team
• Provide support to leadership (direct leadership and peer leaders) as requested

• High School Diploma, GED, or Equivalent Certification
• At least 1 year of Project or Process Management Experience
• At least 1 year of experience using Google Suite or Microsoft Office
• At least 2 years of Operations experience

• Bachelor’s Degree
• 5 + years of Banking experience
• Lean, Agile, Six Sigma, Business Process Management, or Project Management certification
• People leadership experience