Manager, Process Management

7 months ago

Toronto, Canada Capital One Full time

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,

Manager, Process Management - Digital
- Our Capital One Process Team_

Yes, we’re a credit card company. But we’re more than that too. We’re driven by what our customers want, and how to make their lives simpler.

We’re always looking for creative ways to offer digital solutions that make sense for our customers. With your help, we’ll build the next generation of banking in Canada based on customer-focused values, compelling products and great engineering.

Process Managers love solving problems and making things better.

Our Process Managers are deployed across all areas of the business - Fraud, Customer Service, Customer Acquisitions, Payments and more - and have a huge impact on ensuring we are consistently keeping our customer promises and solving complex problems to help make us more efficient. You’re guaranteed to be part of a smart, talented team of people responsible for creating and enhancing processes that aim to deliver excellence to your customers in every interaction.
- A day in the life of a Capital One Manager, Process Management - Digital_

Process Managers obsess about understanding how things work - that means mapping out business processes, understanding and mitigating business risks and ensuring we have the right controls and solutions in place - and then making them better. We work in agile, cross-functional teams so you’ll also have the opportunity to learn from other job families like Data Science, Business Analytics, Product Management, and Software Engineering too.

The responsibilities of Process Managers include:

- Manage delivery of business processes by defining and implementing process improvement agendas, driving efficiencies, and using data 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
- Manage control design and effectively challenge monitoring and testing activities to ensure regulatory compliance controls are operating and aligned to regulatory requirements
- Maintain knowledge of regulatory requirements and operational procedures, and ensure documentation is relevant and updated
- Develop and perform quality assurance routines, controls, and monitoring to measure and analyse process performance on existing processes
- Promote Scalable, sustainable and flexible operational processes through effective controls

As the manager, process management for digital, you will lead a team of process management associates who jointly own a number of critical customer outcomes in our digital servicing space. Products and key experiences here include our mobile app and online servicing platforms, Credit Keeper (our free credit score tool), card activation, credentials management, and customer data hygiene. Capital One is on a digital transformation journey and as a result have placed significant investment into this space. The leader in this role will be expected to coach associates and influence senior leadership to redesign and establish strategies to ensure our well managed agenda while we grow. They will be expected to also partner closely with our product managers and software engineers, given the nature of the processes they manage are deeply rooted in our technology stack. Additional responsibilities include:

- Manage the development and deployment of the management system to enable associates to collaborate, define intent, monitor performance, and improve our processes to deliver better experiences for our customers
- Lead large strategic initiatives and overall business management activities for Digital processes
- Exhibit strong people management skills; foster an inclusive culture that enables the team to elevate each other
- Demonstrate an exceptional risk mindset
- Leverage team and other external stakeholders to get work done
- Focus on the sustainable implementation of systems and processes, and promote an environment where innovation and agile-learning are expected for success
- Demonstrate excellent interpersonal, communication, influence and organizational skills

**Basic Qualifications**:

- Bachelor's degree in Engineering, Business, Commerce, or Science
- At least 5 years of experience designing, building, managing and improving processes
- At least 5 year experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively

**Preferred Qualifications**:

- Experience working in the Financial Industry
- Experience working in an Agile workplace environment
- Experience of using Lean & Six Sigma to drive continuous improvement initiatives
- Experience in SQL, Tableau and other data analytical techniques

Associates working in the hybrid model are expected to come into the office 3 days a week across Tuesdays and Thursdays, reserving Mondays and Fridays as company-wide virtual days. As was true before

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