Bank Voice Process Leader

Capital One; Richmond (VA); Hybrid; USD 122,000 - 139,000; Full time

Benefits offered by this job

Health benefits

Incentives

Long-term incentives

Job summary

Capital One is seeking a Manager, Process Manager for Bank Voice Servicing in a hybrid setup. You will lead initiatives to improve frontline ability to handle complex digital call types, triage issues, and readiness for large Retail Bank programs.

You will influence across operations, product, and tech, building a team that delivers results and communicates effectively with senior leaders. Hybrid work requires three days in the office and two remote days.

Qualifications

• High School Diploma, GED or equivalent certification.
• 3+ years of process or project management experience.
• 2+ years of experience using Google Suite or Microsoft Office.
• 1+ year of People Leadership experience.

Responsibilities

• Drive organizational change by owning and improving scalable systems and OKR execution.
• Lead medium to large projects and provide strategic direction in a matrix environment.
• Partner cross-functionally with operations, product and tech teams.
• Communicate across all levels to elevate key decisions with leadership.
• Design, develop, and manage complex project plans and mitigate risk.

Skills

Process management

Project management

Leadership

Stakeholder management

Education

High School Diploma or GED

Bachelor's Degree

PMP/Lean/Agile/Six Sigma cert.

Tools

Google Suite

Microsoft Office

Confluence

Jira

Job description

Capital One is seeking a Manager, Process Manager for Bank Voice Servicing in a hybrid setup. You will lead initiatives to improve frontline ability to handle complex digital call types, triage issues, and readiness for large Retail Bank programs.

You will influence across operations, product, and tech, building a team that delivers results and communicates effectively with senior leaders. Hybrid work requires three days in the office and two remote days.