Senior Client Services & Process Excellence Lead

Capital One; Plano (TX); Presencial; USD 99 000 - 113 000; Tempo integral

Resumo da oferta

Capital One is seeking a Principal Associate in Client Services for the PULSE Network in Plano, TX. You will act as a client liaison, transfer client needs into operational improvements, and collaborate with Product, Operations, and Account Management to drive service excellence.

You will monitor accounts, resolve complex inquiries, and lead process improvements while managing day-to-day service metrics and onboarding initiatives.

Qualificações

• Bachelor's degree or military experience preferred.
• At least 1 year of experience with Microsoft Office or G Suite.
• At least 1 year of process management experience.
• At least 3 years of experience supporting, partnering and interacting with internal business clients.
• Lean, Agile, Six Sigma, BPM, or Project Management certification preferred.
• At least 2 years of experience in Process Management.

Responsabilidades

• Leading and owning oversight of smaller process improvement work and collaborating with teammates on larger initiatives.
• Collecting data and information and using analytics and reporting to provide transparency to senior leadership and executives.
• Identify and implement process improvements driving issue resolution/risk mitigation activities.
• Tracking and resolving process breakdowns.
• Understanding customers’ needs of the process and driving process improvements.
• Developing and maintaining formal process documentation including procedures and process flow diagrams.
• Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions.
• May lead a team and/or direct others on projects.

Conhecimentos

Process management

Stakeholder engagement

MS Office / G Suite

Analytics

Formação académica

Bachelor’s Degree

Military experience

Ferramentas

Lean

Six Sigma

Descrição da oferta de emprego

Capital One is seeking a Principal Associate in Client Services for the PULSE Network in Plano, TX. You will act as a client liaison, transfer client needs into operational improvements, and collaborate with Product, Operations, and Account Management to drive service excellence.

You will monitor accounts, resolve complex inquiries, and lead process improvements while managing day-to-day service metrics and onboarding initiatives.