Sr. Manager, Process Management - Business Cards & Payments

The Business Cards & Payments (BC&P) organization is committed to fueling the courageous entrepreneurial spirit that's at the heart of America's business owners and offering products and services to help them do more business.

We've built an organization that is focused on listening to and learning from the millions of business customers we serve every day to ensure our products, services and experiences work as hard as they do. The name of our organization reflects our current leadership position in Small Business and Commercial Cards - as well as our aspiration to serve a wide range of needs for our customers Beyond the Card.

We are a culture that dreams big and embraces an entrepreneurial and ownership spirit - just like our business customers.

The Role:

The Process Sr. Manager for Business Cards and Payments will work directly with leaders throughout the value chain and supporting organizations to ensure we deliver a stellar experience for our BC&P customers. This role will also be responsible for coordinating and executing a well-managed program and managing a team of process associates.

Process design, standardization and management is a critical strategic lever for the growth journey of Business Cards and Payments.

This dynamic leader will develop and manage the strategic agenda for a team of highly skilled process managers focused on process excellence through critical business evolutions. This team is primarily a process design and analysis team, who partner closely with business teams who execute the processes.

As a leader of a horizontal team, it will be critical to understand priorities of the business and partner teams and create a strategic work agenda for the horizontal team that focuses on achieving strategic objectives using well-managed process excellence tools. While it will be important to have a grasp of traditional process language and tools, it will be equally important to successfully engage with partner execution teams in a consultative fashion. This is a great role for someone with a strong process management toolkit who is also a strategic thinker and able to engage in broad business strategy.

An Ideal Candidate:

• Must be a continual learner - intent on hearing the needs of our customers and internal stakeholders, and methodically integrating those needs into a strategic improvement agenda

• Is passionate about user experiences and the latest technology - able to visualize an "ideal process design" that harnesses technology and intentionally create phased process designs that may start manually, but be built with standards that enable future automation.

• Strives to make the experience better for clients and will also require a re-imagining of how work is delivered internally. Focuses on the experience of our customers as well as our front line associates who execute processes. Assumes positive intent of customers and performers and seeks out root cause and process improvements when things go wrong.

• Is a strong team leader, able to set a broad team agenda, structure team responsibilities to deliver agenda and support team members in delivering high-quality results to a variety of internal customers. Proactively considers future business strategy and intentionally positions team members and full team to succeed and be valued. Must be comfortable with owning a broad scope without having full depth of knowledge of each process area.

• Able to successfully blend process management, risk assessment, robust documentation, change management and technology skills.

Specific responsibilities and skill set required include, but are not limited to:

• Strategic leadership: With leadership team partners, set business agenda and OKRs, and position horizontal process team to deliver highest impact results to achieve business agendas. Create and improve frameworks for managing work, take a leadership role in the evolution of the full organization towards a more scalable operation, ready for growth.

• Influence: Manage standardization, routines, and stakeholder expectations to allow most important insights / information to get to the right stakeholders at the right time. Integrate insights and learnings across multiple individual processes and help team and stakeholders see bigger themes and opportunities.

• Change Management: Ensure business systems successfully set up individual process owners to engage in requirements gathering, dependencies, process design and implementation. Engage as "process/well-managed" customer for all changes - ensure process design cares for long term sustainable approach that is "always audit-ready"

• Risk Management: Continually invest in understanding the regulatory environment, along with enterprise expectations for process risk management, credit risk management and regulatory risk management. Partner across expert teams to ensure ongoing understanding of expectations, and ensure horizontal process team can drive business adherence to expectations (including breakdown management and reporting and controls design, execution, and reporting).

• Execution: Ensure appropriate work plans are set in place for team deliverables, along with clear milestones and status updates to drive action or resource adjustments as needed. Develop and continuously improve status reporting for performance and strategic initiatives.

• User / Customer Experience: Leverage process tools and frameworks to help broader team understand customer experiences and identify risks and opportunities across value streams. Ensure team members are able to facilitate similar engagements within specific process areas.

• People Leadership: Lead team of highly-skilled process managers to successfully deliver similar scope of above for individual process areas. Work closely with direct reports to ensure they are successful in delivering expected results to internal partners and customers. Engage with customers and partners to ensure expectations are appropriately set and being met. Foster culture and engagement within the team, ensuring continued support, development, and value for team members.

Basic Qualifications:

• At least 5 years of experience in process management

• At least 5 years of experience using process analysis tools such as process mapping, risk identification, risk analysis, process controls

• At least 2 years of experience in people leadership

Preferred Qualifications:

• Bachelor's Degree or Military experience

• Capital One BPM Certification or equivalent experience

• Certification or experience with Lean, Six Sigma, and / or Business Process Management

• 3+ years of banking process management experience

• 3+ years of risk management experience

• 3+ years experience with Federal, State and Local compliance regulations in lending (Fair Lending, Reg B)

• 3+ years of project management experience

• 3+ years of operations experience

At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization).

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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