Capital One · 16 hours ago
Manager, Process Manager (Hybrid)
McLean, VA
Full-time
Hybrid
Mid, Senior Level
$122K/yr - $139K/yr
2+ years expCapital One is a financial services company seeking a Manager, Process Manager to lead a team focused on forecasting and monitoring customer protections. This role involves overseeing department processes, executing process improvements, and collaborating with various stakeholders to optimize staffing models and strategies.
Financial Services
No H1B
Responsibilities
Manage and lead a high performing team of associates in a virtual evolving environment that drives engagement, empowerment and inclusion
Day to day oversight of multiple department processes to support LOB area: monitor, report, and plan process improvement or redesign initiatives
Initiating and executing process improvements and leveraging other team members when appropriate, ensuring consistency and well managed practices across CP
Prioritize new and changing intent to meet the needs of our process, teams and customers
Understand the fundamentals of forecasting volumes
Gain knowledge of business drivers through client partnership so that adjustments can be made to staffing models as variables in our staffing models change
Partner with external departments on business changes that will affect staffing and/or call routing strategies
Partner with forecasting stakeholders to create short term and long term staffing models to estimate department capacity needs
Extract data from both our Workforce Management system and Amazon Connect Data (ACD) to establish day of week and time of day shrinkage patterns
Build customized models that explain the relationship between occupancy and service levels
Manage project plans so that resources are adequately allocated to support upcoming projects and deadlines are met
Demonstrate expert level skills in Excel/Google Sheets; specifically at manipulating large data sets
Extensive experience with call center metrics a plus
Qualification
Required
High School Diploma, GED or equivalent certification
At least 2 years of bank fraud experience
At least 2 years of people management experience
At least 2 years of experience with Google Suite products
Preferred
Bachelor's Degree or Military Experience
3+ years of bank fraud experience
3+ years of people management experience
2+ years of experience writing communications and presentations for leadership and non-leadership audiences
Benefits
Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
Company
Capital One
Capital One is a financial services company that provides banking, credit card, auto loan, savings, and commercial banking services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$5.45BKey Investors
Berkshire Hathaway
2025-09-11Post Ipo Debt· $2.75B
2025-01-30Post Ipo Debt· $1.75B
2023-05-15Post Ipo Equity· $954M
Leadership Team
Daniel Arellano
Senior Vice President, Business Cards and Payments
Justin Burch
Senior Vice President
Recent News
Payments Dive
2026-02-13
2026-02-13
Company data provided by crunchbase