Senior Manager, Process Excellence (Collections)

Capital One; Richmond (VA); Hybrid; USD 122,100 - 153,300; Full time

Job summary

Capital One is seeking a Manager, Process Management for the Card, Collections Team. This hybrid role focuses on creating and improving processes to deliver consistent customer experiences and protect the company’s bottom line.

You will lead cross-team collaboration to mitigate risk and drive operational excellence. Your background includes at least 5 years in process/project/risk-related roles and a strong command of process documentation, quality checks, and continuous improvement.

Qualifications

• High School Diploma, GED or equivalent certification.
• At least 5 years of experience in Process Management, Project Management, Relationship Management or Risk Management.
• At least 5 years of experience in Microsoft Office or G Suite.
• Bachelor's Degree or military experience preferred.
• Lean, Agile, Six Sigma, BPM, or Project Management certifications encouraged.

Responsibilities

• Partner with key business intent and product teams to develop clear business intent, identify risks for intent execution, and build key process components to bring new products to market.
• Develop and maintain process documentation and drive continuous process improvements.
• Perform quality assurance checks on actions taken to ensure accuracy.
• Serve as a subject matter expert to effectively partner across multiple teams to achieve desired outcomes or improvements by clarifying needs and providing appropriate solutions.
• Monitor the progression of risk findings against mitigation plans to ensure timely closure.
• Navigate between BAU work and transformative project work.
• Problem-solve issues and correct errors as they arise.
• Continually look for ways to streamline and improve processes.
• Stay abreast of product terms, changes, and launches across Collections.

Skills

Process Management

Project Management

Relationship Management

Risk Management

Education

Bachelor's Degree or military experience

Certifications: Lean, Agile, Six Sigma, BPM, PM

Tools

Microsoft Office

G Suite

Job description

Capital One is seeking a Manager, Process Management for the Card, Collections Team. This hybrid role focuses on creating and improving processes to deliver consistent customer experiences and protect the company’s bottom line.

You will lead cross-team collaboration to mitigate risk and drive operational excellence. Your background includes at least 5 years in process/project/risk-related roles and a strong command of process documentation, quality checks, and continuous improvement.