Process Managers thrive in understanding how things work, and constantly challenging how we can improve them. This means mapping out business processes, understanding and mitigating business risks, ensuring we have the right controls in place - and then making them better. As a Process Manager, you will work with extended teams across the department and the wider UK business to manage and improve some key business processes.
Responsibilities
* Participate in Capital One's process transformation by defining and implementing process improvement agendas, driving efficiencies to create better experiences for our customers.
* Use a variety of techniques and tools to define, manage and improve processes, like Visual Management, Business Process Management, Lean, and Six Sigma.
* Apply different methods for process improvement such as variation reduction, waste elimination, or risk mitigation technique.
* Identify and manage risks to the process, building effective preventative and detective controls, partnering with risk management and data analysis teams to develop the right level of oversight and monitoring.
* Apply management skills such as communications and change leadership to help drive key priorities like technology changes, and continuous improvement.
* Identifying operational breakdowns and inefficiencies through KPIs to drive action to streamline and simplify existing processes.
* Analyzing and improving existing processes to ensure consistently great customer outcomes.
* Ensuring that processes are compliant with enterprise standards and regulations.
* Partnering with technology, multiple stakeholders, including intent owners and delivery teams, and vendors to ensure change is delivered smoothly.
* Managing risks and events ensuring any impacts are remediated and issues are fixed forward in a timely manner.
* Identifying any impacts to the risk environment including impacts to existing risks, as well as identifying new potential risks. Working with the Analysts to create new controls where needed.
* Reviewing the process end to end, through the eye of the business, customers and other key stakeholders to identify and deliver opportunities to positively impact performance and assist the organisation to meet its business objectives and goals.
Qualifications
* A keen attention to detail, to be able to understand key operational processes, systems and technology.
* An understanding of Collections processes is preferred.
* Experience of decision making and problem solving and ability to combine business experience and insights from a range of sources to make effective recommendations.
* Ability to work in a matrix environment with multiple stakeholders to drive business decisions around an appropriate approach to process management, and ensuring execution is in line with the process definition.
* Strong business judgement, leadership and integrity: able to bring a healthy, balanced approach to business with a strong customer focus.
* Experience in process management and improvement methodologies (Lean, Six Sigma, etc.).
Benefits
* Opportunity to contribute to the roadmap of an organisation committed to transformation.
* High performers strong and diverse career progression, with training programmes and external provider support.
* Immediate access to core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance, plus flexible benefits such as season‑ticket loans, cycle‑to‑work scheme and enhanced parental leave.
* Open‑plan workspaces and accessible facilities designed to inspire and support you, including a fully‑serviced gym, subsidised restaurant, mindfulness and music rooms.
EEO Statement
We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it's about what you do, not just what you say. That's why we make our recruitment process fair and accessible.
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