Senior Manager, Process

About the Team

The Senior Manager, Correspondence & Card Fulfillment is accountable for the success of our fulfillment and inclusive benefits part of the business. They work strategically with business partners and vendors to ensure our customers receive best in class service.

About the Role

As a member of the Customer Solutions Extended Leadership team, this leader will be held accountable to deliver customer commitments, create innovative customer experiences, and deliver cost effectiveness and operational improvements across their portfolio.  They will deliver strong process results and innovation while ensuring compliance with regulatory, legal, and other requirements.

Capital One believes that employee (associate) engagement, company culture, coaching, and a strongly supportive work environment are essential ingredients to providing memorable service experiences to our customers. As such, the successful candidate will be an enlightened leader of cross-functional teams with superior skills in communication, cultural stewardship, employee engagement and an ability to include, empower and inspire people.

Your Responsibilities:

• Build interaction models and partner with the Canadian, Enterprise and external organizations, to influence the vision and strategy for our fulfillment experiences
• Ensure fulfillment and customer experiences for Capital One’s credit card customers are continually performing effectively and efficiently,  while meeting all compliance and regulatory requirements.
• Influence policies and procedures to best meet the needs of our customers and associates.
• Lead transformation: Leverage automation, data analysis, and external partnerships to  manage the agenda for business, operational, process and technology-based change.
• Establish and run a management system, made up of ceremonies, controls and practices which allow the team to meet expectations on: key performance indicators, quality assurance, capacity planning, and budgetary commitments. 
• Develop and manage a strong team of experienced operational leaders whose primary focus is  operational excellence.
• Lead cross-functional, multi-disciplined operations teams in launching high value initiatives.
• Model and ensure leaders are exemplifying the enterprise leadership expectations with ability to inspire and empower our associates to do their best work while creating an inclusive environment for all associates.

Basic Qualifications:

• 8+ years of leadership experience in process, risk management or equivalent 
• At least 5 years of Process Management experience 
• At least 8 years of experience in management consulting, business transformation, process management, or operational risk management.
• At least 8 years of experience driving cross-functional strategic initiatives, managing enterprise stakeholders, and influencing senior leadership.
• At least 5 years of experience leading, coaching, and developing high-performing teams.
• At least 1 year of experience leveraging data analytics and business intelligence (e.g., SQL, Power BI, Alteryx) to optimize processes, assess risk, or drive strategic decision-making.

Preferred Qualifications:

• Bachelor’s degree
• Lean Six sigma certification
• Experience with vendor relationships and contracts
• Proven track record leading digital enablement, workflow automation, or enterprise technology implementations (e.g., SaaS rollout, AI integration).
• Experience using Lean Six Sigma tools and methodologies to drive continuous improvement and optimize workflows.
• Experience operating within the Financial Services industry or highly regulated, complex enterprise environments.
• Experience working in Agile workplace environments.
• Experience managing outsourced vendor relationships, BPOs, or third-party operations

Working at Capital One

You’ll be empowered to take end-to-end ownership of your work and your career, backed by a high-performance, hybrid culture and holistic suite of benefits designed to support your whole self. 

• Take ownership of your own potential: Whether you’re looking to upskill, pivot into new business areas, or master your craft, you’ll have access to tools and mentorship to reach your potential and define your career trajectory.
• Find your rhythm: We believe trust fosters the flexibility and autonomy required to balance personal needs with a focus on high performance. We support a hybrid model – with 3 days in the office per week – that gives room for both collaboration and personal commitments.
• Benefits built for your life: We take a holistic approach to well-being, providing support for you and those who are most important to you. This includes: full coverage for spouses, domestic partners and dependents, a one-time Work From Home allowance to build your comfortable workspace, up to $3,000 in mental health coverage and up to $5,000 in annual tuition subsidies.

 You’ll find that Capital One is committed to helping you thrive and evolve every step of the way.

This posting is for an existing vacancy.

The expected annual salary range for this position is 151,800 to 173,300 This role is also eligible to earn performance-based incentive compensation, which may include cash bonus(es). Incentives could be discretionary or non-discretionary depending on the plan.

We embrace the responsible use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. However, no hiring decisions are made using AI as every hiring decision is made by our hiring managers, business interviewers, and recruitment professionals. Our teams are equipped with training that empowers them to use AI responsibly.