Manager, Process Management - Customer Resiliency, Recoveries Team (Hybrid)

Capital One; Richmond (VA); Hybrid; USD 115,200 - 131,500; Full time

Benefits offered by this job

Health benefits

Competitive salary

Performance-based incentives

Job summary

A financial services company in Richmond, VA is looking for a Manager of Process Management to enhance operational effectiveness and risk mitigation. This role requires at least 5 years of experience in process and risk management, leading a team to ensure continuous improvement. Candidates should have strong communication skills and experience working with cross-functional teams. This position offers a competitive salary and performance-based incentives, supporting overall employee well-being.

Qualifications

• 5+ years of experience in Process Management, Risk Management or Project Management.
• 5+ years of experience working with cross‑functional teams.
• 2+ years of People Management experience.

Responsibilities

• Lead a small team and inspire a culture of collaboration.
• Direct ownership of business processes as a Process Owner.
• Regularly evaluate health of processes through monitoring KPIs.

Skills

Process Management

Risk Management

Cross-functional teamwork

Stakeholder management

Communication

Continuous improvement

Education

Bachelor’s Degree

Masters Degree or MBA

Tools

SQL

Tableau

Job description

Manager, Process Management - Customer Resiliency, Recoveries Team (Hybrid)

Join to apply for the Manager, Process Management - Customer Resiliency, Recoveries Team (Hybrid) role at Capital One

Do you get excited about process management and creative problem solving? We are seeking a highly skilled and proactive Manager, Process Manager to support our Customer Resiliency, Recoveries Process Management team. This critical role will be instrumental in managing our business, driving our strategic and Well‑Managed agendas forward, and identifying, assessing, and mitigating risks. A successful candidate will have a Continuous Improvement mindset, possess strong Process Management skills, and a strong desire to work cross‑functionally and collaboratively to improve our business.

Key Responsibilities

• Inspire and empower a small team of associates, leading a culture of collaboration, continuous growth, and excellence in process performance
• Direct ownership of business processes as a Process Owner, accountable for supporting performers with designing and implementing process improvements, managing risks and improving effectiveness of our control suite
• Regularly evaluate the health of our processes through monitoring KPIs and share insights and risk mitigation plans with senior leaders
• Apply various methods for process improvement to continually enhance operational effectiveness, identify the root cause of issues and manage risk
• Lead stakeholder engagement efforts and utilize exceptional communication, teamwork and influence skills to foster team alignment and drive process success
• Partner with Strategy and Product partners to help define our destination‑state business
• Strategic planning, demonstrating the ability to set a vision, chart a path and execute with high impact
• Understand and influence across a value stream, including tech, business, product, and operations

What Makes This Role Special

• Innovation‑Driven Culture: We value fresh perspectives, creative thinking, and a proactive approach to risk
• Collaborative Environment: Work with passionate professionals across risk, operations, tech, and product

Basic Qualifications

• Bachelor’s Degree or Military experience
• At least 5 years of experience in Process Management, Risk Management or Project Management
• At least 5 years of experience working with cross‑functional teams to deliver consumer experiences
• At least 5 years of experience managing senior stakeholders across business functions
• At least 2 years of People Management experience

Preferred Qualifications

• Masters Degree or MBA
• 6+ years of Risk Management, Compliance or Risk Controls experience
• 3+ years of experience with data management, reporting and analytics
• 2+ years of experience working with Technology and Data teams, including tracking data and reporting on key performance indicators
• 2+ years of experience in Structured Query Language (SQL) or Tableau
• 1+ years of experience using Lean & Six Sigma tools and methodology
• BPM, Lean, Agile or Six Sigma certification

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

Richmond, VA: $115,200 - $131,500 for Manager, 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.

For technical support or questions about Capital One's recruiting process, please send an email to [e-mail].