Operational Excellence Specialist - Remote
ThriveworksSalary not specified
Full Time
Entry Level & New Grad, Junior (1 to 2 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Financial Services, BankingIndustries
Requirements
- High School Diploma, GED, or equivalent certification
- At least 2 years of Project or Process Management Experience
- At least 1 year of experience using Google Suite or Microsoft Office
- Preferred Qualifications
- Bachelor’s Degree or military experience
- Lean, Agile, Six Sigma, Business Process Management, or Project Management certification
- At least 1 year of experience in Compliance or Risk Management
- At least 3 years of Project or Process Management Experience
Responsibilities
- Leading and owning oversight of smaller process improvement work and collaborating with teammates on larger initiatives
- Collecting data and information and using analytics and reporting to provide transparency to senior leadership and executives
- Identify and implement process improvements driving issue resolution/risk mitigation activities
- Tracking and resolving process breakdowns
- Influence well managed process changes to address process inefficiencies
- Understanding customers’ needs of the process and driving process improvements
- Developing and maintaining formal process documentation including procedures and process flow diagrams
- Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions
- May lead a team and/or direct others on projects
- Systematically analyze and synthesize customer insights from diverse sources to diagnose root causes of dissatisfaction
- Develop and champion data-driven action plans aimed at sustained NPS improvement
- Categorize and track ATM complaints meticulously to identify recurring issues and drive process enhancement
- Proactively identify and track NPS hotspots (e.g., specific branches or cafes) to focus remediation efforts
- Collaborate extensively with internal and external partners to drive and execute NPS action plans
- Present NPS recommendations during weekly ATM Performance calls, influencing stakeholders to adopt solutions
- Partner with Call Center leadership to ensure agents are equipped with the correct and consistent talking points for handling customer inquiries and complaints
- Provide essential customer feedback that directly informs and influences product roadmap planning to strategically solve recurring NPS challenges
- Develop and distribute responsive talking points and communication materials to frontline Branch and Cafe teams in response to emerging customer complaint trends
- Collaborate with Leadership within the ATM & Cash Org to share NPS insights, jointly develop targeted action plans, and track and measure performance against defined improvement goals
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this position remote or hybrid?
This is a hybrid position.
What are the key skills required for this role?
Key skills include excellent communication, attention to detail, ability to adapt to change quickly, and the ability to influence up. Process management expertise, data analytics, and collaboration skills are also essential.
What does the team environment look like at Capital One for this role?
You will be part of a smart, talented team responsible for creating and enhancing processes, excelling in a team environment with extensive collaboration with internal and external partners.
What is the salary or compensation for this position?
This information is not specified in the job description.
What makes a strong candidate for this ATM & Cash NPS Champion role?
A strong candidate is a dedicated process professional with strong communication skills, attention to detail, adaptability, and the ability to influence stakeholders, along with experience in data-driven process improvements and customer insights analysis.
Capital One
Offers diverse financial products and services
About Capital One
Capital One provides a variety of financial services aimed at making banking accessible and easy for everyone. The company offers products such as credit cards, savings accounts, car loans, and business checking accounts, catering to both individual consumers and small businesses primarily in the United States. Capital One's approach includes user-friendly banking solutions with no fees or minimums for checking accounts, allowing customers to manage their finances more effectively. They generate revenue through interest on loans, credit card fees, and investment banking services. What sets Capital One apart from its competitors is its strong commitment to financial inclusion and literacy, demonstrated through community partnerships and educational initiatives, such as collaborations with Khan Academy. The company's goal is to create a more inclusive financial system and empower customers with the knowledge and tools they need to make informed financial decisions.
McLean, VirginiaHeadquarters
2014Year Founded
$15.9MTotal Funding
IPOCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees
Benefits
Medical, Dental, & Vision coverage
Onsite Health Centers
Prescription saving with network of local pharmacies
Stock Purchase Plan
Education Assistance
401(k)
Flexible Spending Accounts
Life and Disability insurance
Generous paid time off + corporate & floating holidays
Registered dieticians on site, cooking classes and free virtual fitness classes
Employee Assistance Program
Risks
Increased competition in subscription management tools may dilute Capital One's advantage.
Over-reliance on partnerships could expose Capital One to technological risks.
Departure of key personnel like Joe Rodriguez may affect risk management continuity.
Differentiation
Capital One offers user-friendly banking with no fees or minimums for checking accounts.
The company partners with Khan Academy to provide financial literacy education.
Capital One is the first major U.S. bank to offer subscription management tools.
Upsides
Capital One's mobile app is a model for secure, user-friendly digital banking.
Data sharing with Worldpay enhances payment security and fraud prevention.
Partnerships with fintechs like Minna Technologies improve customer experience.
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