Senior Process Improvement Professional
HumanaSalary not specified
Full Time
Mid-level (3 to 4 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Banking, Financial ServicesIndustries
Requirements
- Driven by curiosity to proactively seek information and best solutions for agents
- Strong collaboration skills to partner across the enterprise
- Confidence to drive significant results influencing customer experience
- Ability to learn Capital One’s approach to Process Management, including mapping processes, mitigating risks, and implementing controls
- Understanding of customer experiences, agent challenges, business systems, platforms, products, and policies
- Capability to partner with product, tech, ops, and business leads as a key intermediary
- Proficiency in techniques and tools like Visual Management, Business Process Management, Lean, and Six Sigma
- Ability to coordinate multiple priorities and demonstrate initiative
Responsibilities
- Lead the Manage Servicing Communication Channels (MSCC) business process to refine and implement new or updated business intent (including regulatory, strategic, and technology changes) ensuring agent readiness and optimal customer experience
- Collaborate with stakeholders across the Servicing team (e.g., Workforce Management, Operations, Agent Learning and Design) to socialize, develop strategies, and execute rollout of critical business changes
- Develop relationships with upstream stakeholders (e.g., Fraud, Tech) to enable closer integration with Servicing and improve agent and customer experience
- Ensure stakeholders are informed, aligned, and equipped through timely updates, impact reports, and solution-focused consultation
- Host regular forums with Call Centres to socialize changes pre-launch, monitor performance post-launch, and gather feedback
- Provide clear and professional reporting to Senior Leadership on new business changes and impacts (e.g., calls, complaints)
- Use techniques and tools to define, manage, and continuously improve the MSCC process (e.g., Visual Management, Business Process Management, Lean, Six Sigma)
- Develop and perform quality assurance routines, controls, and monitoring to measure and analyze process performance
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this a remote position or does it require office work?
This information is not specified in the job description.
What salary or compensation can I expect for this role?
This information is not specified in the job description.
What key skills are required for the Principal Associate, Process Management role?
The role requires change management leadership, process mapping expertise, risk mitigation skills, collaboration across teams, and confidence in driving results.
What does Capital One value in its team members for this role?
Capital One values curiosity to seek the best solutions, collaboration across the enterprise, and confidence to drive significant results impacting millions of customers.
What makes a strong candidate for this position?
Strong candidates will have experience in change management, process improvement, and cross-functional collaboration, with a passion for agent readiness and customer experience in a contact center environment.
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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