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Manager, Process Management - US Card Complaints Governance (Hybrid)

Capital One
United States, Virginia, Richmond
Apr 18, 2025
Manager, Process Management - US Card Complaints Governance (Hybrid) As a member of the Complaints Governance and Intent Team (CGI), you will leverage your risk management skills in conjunction with process management background & knowledge to ensure the processes we develop or execute upon are properly documented, accurately updated and efficient. You will closely collaborate with other Complaints Horizontal verticals in Intent & Delivery; as well as escalated Operational teams and partner with stakeholders across the Card Channels organization on initiatives to help drive strategic transformation, accountability and necessary change to achieve well-managed objectives reducing risk across the overall Complaints ecosystem Organizational Summary The CGI Team sits within the Customer Services & Strategy organization and owns the Manage Customer Complaint (MCC) L2. The team ensures key business processes that address customer complaints & inquiries are cared for throughout the US Card Complaints Management program. We have ~10 associates in our organization and are primarily located in the Richmond, VA area with some members co-located in West Creek 2. We are seeking a disciplined process professional who excels in a team environment and is an expert in process management and improvement with a strong understanding of Risk, Controls, Problem management and Strategy development. This individual will have demonstrated that they can improve processes in the past, resulting in risk reduction and removal of arbitrary uniqueness. The ideal candidate must be able to effectively communicate and influence partners across Channels and across multiple levels of the organization, strong analytical skills, attention to detail, and the ability to adapt to an ever- changing, fast-paced environment. This individual must display strong judgment and problem solving skills to be able to drive change, elevate processes and ensure US Card Operations adhere to the requirements within the Enterprise Complaint Standard in a well managed fashion and is always 'camera ready' for 2nd and 3rd line activities. The successful candidate will possess exceptional collaboration & prioritization skills with the ability to execute against strict timeliness requirements when managing open Problems/Events, Audit/Exam reviews or during L2 Control execution and/or testing. We are looking for a leader who can Lead Strategic Direction Partner closely with org-level leaders to ensure strategic alignment of process work across the Channels organization. Specifically ensuring a focus on (1) Process intent delivery and operational readiness (2) influencing product roadmaps through the delivery of insights and strategic listening 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 Influence Create process & delivery roadmaps in partnership with tech, product, ops and intent teams with a focus on human centered design Ensure the design is built for agents, customer and aligns to Enterprise Complaint Standard requirements Create and deliver presentations to our leadership to guide and influence discussions and decisions Lead Horizontally Create, establish, and manage communications across teams to ensure optimal engagement of leaders Consult with business partners to understand complex problems with a goal of resolving issues and/or escalating road-blocks as necessary to meet business deadlines Help deep-dive, analyze, and solve ambiguous problems Work with transformation teams to develop recommendations to stakeholders Basic Qualifications: High School Diploma, GED or equivalent certification At least 2 years of experience in Process Management OR Project Management. At least 2 years of experience in People Management Preferred Qualifications: Bachelor's Degree or military experience Process or Project Management certification (i.e. Scaled Agile, Lean, PMP) 3+ years of experience in Process Management 3+ years of experience in Project Management 3+ years of experience in People Management At this time, Capital One will not sponsor a new applicant for employment authorization for this position. The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. McLean, VA: $126,700 - $144,600 for Manager, Process Management 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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. 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