Senior Process Manager

Capital One Financial Corporation, incorporated in July 21, 1994, is a diversified banking company focused primarily on consumer and commercial lending and deposit origination. Its principal business segments are Local Banking and National Lending.

As a Process Manager (Associate, Senior Associate, Principal Associate) at Capital One, under limited direction provides quantitative and qualitative analysis of business processes for management in order to maintain and improve call center workflow and support strategy decisions. May focus on process flow analysis and redesign, work standards measurement, capacity planning, process modeling, process improvement, physical layout analysis and redesign, development of user requirements into design specifications for scheduling. May be involved in daily support of domestic and international call centers through call flow management, call volume forecasting, workforce management and scheduling as well as long term staffing and budgeting. May develop a variety of profiles, queries, or reports using statistical analysis or other software application packages and business unit database or mainframe system to assist end-users (or business unit clients) in analysis activities.

1. Review, monitor and analyze moderately complex work processes to develop recommendations for strategy and business process change for call flow management, staffing/scheduling, and call volume forecasting as well as general call center operations to enhance business unit efficiency. 2. Act as primary contact for the Aspect eWorkforce Management scheduling system. Respond to internal customer’s when there are technical outages. Open technical support tickets that clearly define the situation. Train internal and external partners on system utilization. 3. Support start-up and continuing operation of all Capital One operated and outsourced overseas call centers. This includes but is not limited to: add call flow feeds to the workforce management platform, setup forecast/scheduling groups, enter trial schedules, generate net staffing, align breaks, optimize shift alignments, create future staffing plans, utilize intraday reporting, and monitor the real time adherence software. Tailor capacity planning and workforce management strategies/processes to ensure relevancy at multiple international environments. 4. Provide recommendations and information for the preparation of project plans. Ensure projects are implemented on time and within cost. Communicate both project status and deliverables to appropriate individuals. Assume lead responsibilities on consultation assignments which include: schedule meetings with customer, collect production measures required to establish staff requirements, attain enough historical information for trending/projections and adapt process to customer’s business rules. 5. Develop process changes, queuing theory studies, simulation modeling, facility design, feasibility studies, statistical analysis, and software design requirements under the guidance of senior staff. May build capacity planning and forecasting models. Assume individual analysis of moderately complex work process assignments for the same purposes. 6. Develop and create presentations for management on initiatives and programs. Prepare and delivers communication based on an understanding of proper channels and tailors the message to the appropriate audience. 7. Adhere strictly to compliance and operational risk controls in accordance with Capital One and regulatory standards, policies and practices; report control weaknesses, compliance breaches and operational loss events. 8. Support the Company’s Diversity programs. 9. Complete other related duties as assigned. **The Person:** We are seeking dedicated, disciplined, process professionals who excel in a team environment. This person will have excellent communication skills, attention to detail, and have the ability to adapt to change quickly. The ability to influence up is key to success in this position. This is an excellent opportunity to continue your career in the field of Process Management.

**Basic Qualifications:** * High School Diploma, GED or Military experience * 1 Year of process management experience * Proficiency in Microsoft Office **Preferred Qualifications:** * Bachelors Degree * Lean, Agile, Six Sigma, Business Process Management, or Project management certification * Three years experience in Call Center Workforce Management * Two years experience of Call Center infrastructure knowledge