Director, Process Excellence (Hybrid)

As a Process Excellence Director for Capital One’s Retail Bank Customer Protection Organization, you will be part of a smart, talented team responsible for transforming the customer and agent servicing experiences. You have overall leadership and management of the CP Portfolio, ensuring successful delivery of org’s Strategic Objectives. You will regularly integrate and influence multiple groups and be seen as a strong change leader by business partners in developing strategic capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stakeholders to ensure technology and processes deliver breakthrough business results and radically transform customer experiences.

The ideal candidate for this position is a process focused leader with experience driving results via process discipline. This leader will be a customer-focused, value-adding partner who collaborates on strategic product and technology design while also evolving business process definition. This leader will be focused on developing well-designed processes that provide consistent and repeatable outcomes for our Customers and the Business, and bring process discipline to design, transform, and continuously improve processes that are critical to the organization’s strategy. This leader should be able to communicate at all levels of the organization and lead / mentor a team which includes thought-leadership and skill training that grows the next generation of Process Excellence leaders in our organization.

We are looking for a leader who can Lead Strategic Direction

• Partner closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening
• Designs the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues
• Serve as key thought leader to CP leaders including assisting with strategy development, planning, and objective setting - both near and long term
• Lead scalable, high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery
• Knowledgeable in AI, and able to influence and shape the Operation in embedding AI tools into our processes, and redesigning how we think about ‘Process’

Influence

• Create overarching roadmaps, in partnership with tech, product, ops and intent teams with a focus on human centered design
• Ensure the design is built for associates and customers
• Leverage data to create and deliver presentations to senior management to guide and influence senior discussions and decisions
• Provide direction to the CP Ops strategic Vision and help drive the business PBR goals

Lead Horizontally

• Accountable for the successful and timely delivery of all work lead by Process Managers through routines including roadmapping, staff alignment, and prioritization decisions
• Create, establish, and manage communications across teams to ensure optimal engagement of associates and leaders
• Consult with business partners to understand complex problems and focus on bringing issues to resolution, escalate road-blocks as necessary to meet timelines, and clarify and define transformation requirements / scope for cross-functional problems
• Conduct independent research and analysis to solve ambiguous problems.
• Work with transformation teams to develop recommendations to stakeholders enabling them to make key business decisions
• Accountable for Process intake, definition and scoping, design, planning, development, launch, and monitoring
• Accountable for Process outcome reporting, to include in MBRs, initiative kickoff/closeouts, and key status updates

Provide Operational Excellence

• Responsible for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis
• Intimately understand the heart of operations and represent the voice of that operation to multiple product teams and client stakeholder groups
• Create and drive the CP Well Managed strategy to ensure processes are designed & implemented to RB standards
• Accountable for leading a high performing team of Process Managers and people leaders to the CP leadership standard

Location: West Creek 5 (Richmond, VA) or Center 2 (McLean, VA) or 802 Delaware Ave (Wilmington, DE) or Riverwoods (Riverwoods, IL) - this role is Hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic Qualifications

• Bachelor's Degree or Military Experience
• At least 7 years of People Management experience
• At least 7 years of Process Management experience
• At least 2 years of Microsoft Office or Google Suite experience

Preferred Qualifications

• Master’s Degree
• PMP, Lean, Agile, or Six Sigma certification
• At least 3 years of experience delivering enterprise wide initiatives while supporting organizational change
• At least 3 years of experience working in the financial industry
• At least 9 years experience leading process improvements leveraging process management practices
• At least 8 years of People Management experience
• At least 1 year of experience leveraging AI prompting to drive process efficiency

At this time, Capital One will not sponsor a new applicant for employment authorization for this position. The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $190,300 - $217,200 for Director, Process Management

Richmond, VA: $173,000 - $197,400 for Director, Process Management

Riverwoods, IL: $173,000 - $197,400 for Director, Process Management

Wilmington, DE: $173,000 - $197,400 for Director, Process Management

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).