Senior Process Leader for Complaints Governance & Transformation

Capital One; New York (NY); On-site; USD 85,000 - 125,000; Full time

Job summary

Capital One is seeking a disciplined process professional to join the Complaints Governance and Intent Team (CGI). The role focuses on risk-aware process management and strategic improvement to ensure documentation, updating, and efficiency across complaint handling.

You will collaborate with various channels and operations teams to drive transformation and adherence to Enterprise Complaint Standard. The position emphasizes collaboration, problem-solving, and prioritization in a fast-paced

Qualifications

• High School Diploma, GED or equivalent certification.
• At least 3 years of experience in Process Management, Project Management, or equivalent escalated operational experience.
• At least 2 years of delivering large scale initiatives or projects.
• At least 2 years of experience supporting, partnering, or interacting with internal business clients.

Responsibilities

• Partner closely within and outside Org with leaders to ensure strategic development aligns across the Channels organization.
• Inform our strategic programs and initiatives, partnering with project and product teams to represent the customer and agent perspective to design to develop processes that track progress, identify and address issues.
• Lead high impact transformation initiatives and change management, contributing to the overall outcomes, definition, scoping, design, and delivery of the business.
• Create process & delivery roadmaps in partnership with tech, product, ops and intent teams with a focus to elevate CX/AX.
• Create, establish, and manage communications across teams to ensure optimal engagement of leaders.

Skills

Process Management

Risk Management

Problem Solving

Communication

Strategic Thinking

Education

High School Diploma or GED

Bachelor's Degree

Military Experience

Job description

Capital One is seeking a disciplined process professional to join the Complaints Governance and Intent Team (CGI). The role focuses on risk-aware process management and strategic improvement to ensure documentation, updating, and efficiency across complaint handling.

You will collaborate with various channels and operations teams to drive transformation and adherence to Enterprise Complaint Standard. The position emphasizes collaboration, problem-solving, and prioritization in a fast-paced