Manager, Process Manager Well Managed Account Opening| Retail Bank

Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company – and a great place to work.

The Consumer Bank division has been on a high-growth trajectory for the past decade and our core platforms and capabilities are undergoing major modernization initiatives to support the increasing scale of our business. The Account Opening workflow is no exception, as the process of applying for a Bank account creates a “first impression” of Capital One Bank’s digital experience for our prospective customers and must continue to support the Bank’s needs for speed of deployment, data quality and personalization at scale.

Role Overview:

The Well-Managed Account Opening Process Manager will be accountable for ensuring that the account opening process is executed as intended at all times and in accordance with applicable rules and regulations. As a Manager, you will lead a team that partners closely with Account Opening product managers, engineers, analysts, fraud specialists and risk advisors to continuously improve the process to drive business efficiency and proper governance–from benchmarking the process to identifying opportunities to improve controls to enforcing thorough root cause analysis, issue resolution and documentation.

You will be responsible for knowing the answers to the following questions as well as designing and implementing the tools to do so:

• How do we know the account opening process was accurately followed for all applications, from data collection to decisioning to communicating results to the applicant?

• How is data changing and how it will impact controls?

• Which controls need to be created/updated and how should these be prioritized?

• Are there any patterns in recent breakdowns that should be addressed more holistically / proactively?

We are seeking disciplined and organized process professionals who excel in a team environment and are experts in process improvement across a digital tech stack and in a regulated industry. This individual will have demonstrated that they can improve company processes in the past, resulting in time savings, resourcing efficiencies and/or reduced incidence of breakdowns for the company. This individual must be able to effectively communicate and influence partners across the company and across multiple levels of the organization. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role. This individual must display strong leadership skills and be able to drive and motivate a team in delivering flawless execution of process improvement projects.

Responsibilities :

• Manage the development of processes: monitor, report, and plan process improvement or process redesign initiatives

• Define, establish, and manage process controls

• Own the continuous improvement plan and implement process improvements in collaboration with cross-functional partners

• Ensure that data management processes are well-governed, in close partnership with the Account Opening Data Product Manager

• Ensure formal process documentation is always up-to-date, including corporate policies and procedures related to Account Opening as well as process flow diagrams, FMEAs, etc.

• Track and inform stakeholders of upcoming audits, exams and risk assessments; triage requests and ensure appropriate responses

• Track and resolve process breakdowns, issues and risk events 

• Advise product teams on proper risk management for new intent

• Managing and leading a team of high-performing associates, both with and without direct authority

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 3 years of experience in Process management 

• At least 2 years of experience in People management

• At least 3 years of experience in Relationship management

Preferred Qualifications:

• Bachelors Degree or Military experience

• BPM,PMP, LEAN, Six Sigma, CRCM, or CIPP certification 

• 5+ years of experience in Process management

• 2+ years of experience in Project management

• 3+ years of experience in People management