Manager, Process Management (Auto Finance)

Capital One - Plano, TX

Full-time - Manager

Plano, TX

Credit Intermediation and Related Activities

About the position

The Manager, Process Management (Auto Finance) at Capital One is responsible for leading process improvement initiatives within the organization. This role requires a dedicated professional who excels in a team environment and has a proven track record of enhancing company processes to save time and resources. The individual will communicate effectively across various levels of the organization, demonstrating strong analytical skills and leadership capabilities to drive successful execution of process improvement projects.

Responsibilities

• Create & manage L2 for digital capabilities in COAF spanning customers and agents
• Creation and management of Experience documentation in alignment with customer outcomes, including SLQ2CQ ownership across the L2
• Creating realistic test plans including assembling a team of existing agents to launch new capabilities and decommission existing capabilities across 3,000 agents, designing monitoring strategy
• Onboarding agents to new digital systems, creating training materials and running training sessions
• Driving process improvements aligned with desired customer outcomes, including actively seeking customer feedback and running processes involved in collecting feedback
• Creating and validating processes
• Create clear and effective and well documented preventive and detective controls
• Designing and producing metrics used to measure efficiency and effectiveness
• Supporting internal and external audits
• Analyzing, identifying, correcting and communicating data issues with systems used or owned by a department
• Providing subject matter expertise on processes when representing the department in projects and other meetings

Requirements

• High School Diploma, GED or equivalent certification
• At least 5 years of experience in process or project management

Nice-to-haves

• Bachelor's Degree
• 2+ years of experience in presenting to senior management
• 2+ years of experience leading an operations team
• 2+ years of experience communicating with stakeholders that span across multiple teams
• 7+ years of experience in process or project management
• Six Sigma, Lean or Business Process Management Certification

Benefits

• Comprehensive health benefits
• Financial benefits
• Inclusive benefits supporting total well-being