Process Leader, Bank Voice Servicing (Hybrid)

Capital One Group; Richmond (VA); On-site; USD 122,000 - 139,000; Full time

Job summary

Capital One seeks an experienced process leader to drive strategic initiatives within Bank Voice Servicing in a hybrid role. You will guide a team focused on complex digital call handling, issue triage for large-scale initiatives, and a closed-loop feedback channel with operations, product, and tech.

The role requires strong communication, storytelling to elevate risks, and the ability to influence partners across the company while delivering on OKRs in a fast-changing environment.

Qualifications

• High School Diploma, GED or equivalent certification.
• At least 3 years of process or project management experience.
• At least 2 years using Google Suite or Microsoft Office.
• At least 1 year of People Leadership.
• Preferred: Bachelor's Degree; PMP/Lean/Agile/Six Sigma; 4+ years PM; 2+ years People Leadership; 1 year Confluence/Jira.

Responsibilities

• Drive organizational change by owning scalable systems and OKRs.
• Lead medium to large complex projects and provide strategic direction.
• Partner cross-functionally with stakeholders to drive planning and delivery.
• Communicate across levels to elevate decision points to leadership.
• Design, develop, and manage project plans in a dynamic environment.

Skills

Process management

Project management

Leadership

Cross-functional collaboration

Communication

Strategic thinking

Education

Bachelor's Degree

PMP Certification

Lean/Six Sigma

Agile Certification

Tools

Google Workspace

Microsoft Office

Confluence

Jira

Job description

Capital One seeks an experienced process leader to drive strategic initiatives within Bank Voice Servicing in a hybrid role. You will guide a team focused on complex digital call handling, issue triage for large-scale initiatives, and a closed-loop feedback channel with operations, product, and tech.

The role requires strong communication, storytelling to elevate risks, and the ability to influence partners across the company while delivering on OKRs in a fast-changing environment.