ATM & Cash NPS Champion (Hybrid)

As a Process Manager (Principal Associate) at Capital One you will be part of a smart talented team responsible for creating and enhancing processes that deliver excellence to your customer each time. The Process Manager Associate will play a key role in delivering processes that impact the companys bottom this position you will contribute immediately while strengthening your process management best practices.

We are seeking dedicated disciplined process professionals who excel in a team environment. This person will have excellent communication skills attention to detail and can 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.

General Responsibilities:

• Leading and owning oversight of smaller process improvement work and collaborating with teammates on larger initiatives

• Collecting data and information and using analytics and reporting to provide transparency to senior leadership and executives

• Identify and implement process improvements driving issue resolution/risk mitigation activities

• Tracking and resolving process breakdowns

• Influence well managed process changes to address process inefficiencies

• Understanding customers needs of the process and driving process improvements

• Developing and maintaining formal process documentation including procedures and process flow diagrams

• Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions

• May lead a team and/or direct others on projects

• Systematically analyze and synthesize customer insights from diverse sources to diagnose root causes of dissatisfaction

• Develop and champion data-driven action plans aimed at sustained NPS improvement

• Categorize and track ATM complaints meticulously to identify recurring issues and drive process enhancement

• Proactively identify and track NPS hotspots (e.g. specific branches or cafes) to focus remediation efforts

• Collaborate extensively with internal and external partners to drive and execute NPS action plans

• Present NPS recommendations during weekly ATM Performance calls influencing stakeholders to adopt solutions

• Partner with Call Center leadership to ensure agents are equipped with the correct and consistent talking points for handling customer inquiries and complaints

• Provide essential customer feedback that directly informs and influences product roadmap planning to strategically solve recurring NPS challenges

• Develop and distribute responsive talking points and communication materials to frontline Branch and Cafe teams in response to emerging customer complaint trends

• Collaborate with Leadership within the ATM & Cash Org to share NPS insights jointly develop targeted action plans and track and measure performance against defined improvement goals

Basic Qualifications:

• High School Diploma GED or equivalent certification

• At least 2 years of Project or Process Management Experience

• At least 1 years of experience using Google Suite or Microsoft Office

Preferred Qualifications:

• Bachelors Degree or military experience

• Lean Agile Six Sigma Business Process Management or Project Management certification

• At least 1 year of experience in Compliance or Risk Management

• At least 3 years of Project or Process Management Experience

At this time Capital One will not sponsor a new applicant for employment authorization for this position.