Process Manager, PULSE Fulfillment Team

Process Manager, PULSE Fulfillment Team
The PULSE Fulfillment Team is responsible for transforming customer paperwork into seamless service delivery. Our team manages the end-to-end process flow by meticulously reviewing customer inputs, validating critical information, and accurately keying cases into our Business Process Management (BPM) system. We pride ourselves on executing with precision to meet strict delivery timelines, but we don't just follow the process-we actively refine it. By continuously identifying workflow bottlenecks, standardizing procedures, and collaborating on system enhancements, our team ensures high data integrity and operational efficiency, ultimately guaranteeing a flawless and timely experience for every customer.
Responsibilities:

• Team Leadership: Manage, coach, and develop a team of case entry specialists, fostering a culture of high performance, accuracy, and continuous improvement.
• Workflow Management: Monitor daily queues within the BPM system to ensure balanced workloads and prevent backlog.
• Quality Assurance: Conduct regular audits and reviews of keyed cases to ensure data integrity, compliance with internal standards, and minimal error rates.
• SLA & Delivery Management: Track key performance indicators (KPIs) to ensure all cases are keyed and processed within established turnaround times.
• Escalation Handling: Serve as the primary point of contact for complex cases, system errors, or delivery delays, resolving issues swiftly to maintain business continuity.
• Training & Onboarding: Develop and maintain up-to-date standard operating procedures (SOPs) and lead the onboarding program for new hires.
• Reporting: Generate weekly and monthly performance reports for senior management, highlighting team productivity, error rates, and system performance.
• Process Optimization: Identify bottlenecks or inefficiencies in the current BPM workflows and collaborate with IT or process engineering teams to implement system enhancements.
• Regulatory Adherence & Risk Mitigation: Direct the team in upholding strict compliance with regulatory frameworks and data privacy protocols during routine case processing, guiding their efforts to identify risks and apply preventative controls within the workflow.
• Audit Readiness & Training Execution: Ensure the team effectively balances their core processing goals with compliance duties, maintaining overall audit readiness, managing incident reporting, and keeping up-to-date with mandatory regulatory training.

Basic Qualifications:

• Bachelor's Degree or Military experience
• At least 4 years of Process or Risk Management experience
• At least 3 years of Project Management experience
• At least 2 years of Continual Improvement experience
• At least 1 year of experience in People management
• At least 2 years of Jira experience

Preferred Qualifications:

• Masters or MBA degree
• 5+ years of experience in Process management
• 4+ years of experience in Project management
• 2+ years of experience in People management
• PMP, Lean, Agile or Six Sigma certification
• Strong communication and collaboration skills
• Strong problem solving and influencing skills
• Work experience achieving results with complex projects

At this time, Capital One will not sponsor a new applicant for employment authorization for this position
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Houston, TX: $122,100 - $139,400 for Manager, Process Management
Richmond, VA: $122,100 - $139,400 for Manager, Process Management
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).