Job Information

Capital One Senior Manager, Process Management - Channels Well Managed (Hybrid) in Richmond, Virginia

West Creek 8 (12080), United States of America, Richmond, Virginia

Senior Manager, Process Management - Channels Well Managed (Hybrid)

As a Senior Process Manager for Capital One’s Channels Well Managed Organization, you will be part of a talented team responsible for transforming how we perform critical controls and risk mitigation functions keeping Senior Leadership informed of potential risks and mitigation/simplification opportunities. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business partners in developing strategic capabilities and executing sustainable controls. You will educate and gain buy-in from key stakeholders to ensure our well managed agenda and processes deliver the desired results and while working to radically transform customer service. The individual will manage the Manage Channels Servicing Environment L2 process and a team of four direct reports that deliver on managing controls and supporting key horizontal Well Managed and risk mitigation functions across Customer Channels to include: removing manual processes, enabling seamless change, and integration across the organization.

The ideal candidate for this position is a process focused leader with experience leading a Process transformation agenda in the controls, monitoring or financial services industries. This leader will be a customer-focused, value-adding partner who collaborates on strategic product, control and monitoring design while also evolving business process definition and risk reduction. This leader will be focused on developing well-designed processes that provide consistent and repeatable outcomes for our Customers and the Business, and bring consistent process discipline to design, transform, and continuously improve processes that are critical to the organization’s strategy. This leader should be able to communicate at all levels of the organization and lead/mentor a team which includes thought-leadership and skill training that grows the next generation of Process Excellence leaders in our organization.

We are looking for a leader who can:

Lead Strategic Direction

  • Partner closely with Line of Business leaders to ensure Channels, Well Managed and Risk Mitigation is represented in the ideation, design and execution of critical controls(1) Intent delivery and operational/controls readiness (2) Deliver horizontal influence to remove risk and improve business outcomes (3) Tell a data driven horizontal story of Well Managed potential investments and simplification

  • Lead the Customer Channels Well Managed direction for Controls and monitoring standardization.

  • Lead high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery


  • Create overarching controls & monitoring standardization vision, roadmaps, and influence a data driven Well Managed culture

  • Ensure the controls and monitoring design is built for efficiency and sustainability

  • Create and deliver presentations to Senior Leadership to guide and influence discussions and decisions

Lead Horizontally

  • Create, establish, and manage communications across teams to ensure optimal engagement of associates and leaders

  • Consult with business and risk partners to understand complex problems and focus on bringing issues to resolution, escalate road-blocks as necessary to meet timelines, and clarify and define transformation requirements/scope for cross-functional problems

  • Conduct independent research and analysis to solve ambiguous problems.

  • Work with Well Managed teams across Customer Channels to develop recommendations (e.g., senior LT and/or executives) enabling them to make key business decisions

Provide Operational Excellence

  • Responsible for day-to-day operational aspects of the participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis

  • Distill big picture intent into tactical requirements and implementation plans and executing process efficiency

  • Intimately understand the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups

Location: This role is hybrid, where you will be expected to spend about half of your working time in the office and half working virtually.

We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the qualifications to apply for this role.

Basic Qualifications:

  • High School Diploma, GED, or equivalent certification

  • At least 5 years of People Management experience

  • At least 5 years of Process Management OR at least 5 years of Project Management experience

Preferred Qualifications:

  • Process or Project Management certification such as Scaled Agile, Lean, Six Sigma, PMP

  • 3+ years of experience as an Operations or Servicing Process Lead with experience building controls and monitoring frameworks

  • 6+ years of People Management experience

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).