Loan Operations Process Manager, Small Business
The Loans Operations Process Manager for Small Business Banking will work directly with leaders throughout the value chain and supporting organizations to ensure we deliver a stellar servicing experience for our Small Business Customers. The associate in this role will be accountable for defining and implementing the Lean/Agile/ Pod implementation throughout our end to end value chain. This associate will also manage a small team of process managers deployed in different loan origination and servicing pods. This individual must be a continual learner – intent on understanding the needs of our small business owners and internal stakeholders and driving continuous improvement into our operational experiences. We are looking for a team member who is passionate about our customers and the latest technology – who will harnesses the talent of our front line associates and leaders throughout the end to end value chain to identify customer pain points and possibilities for how to address them.
Making the experience better for consumers might also require a re-imagining of how work is delivered internally. The Loan Operations senior manager will help develop and implement any required changes in end to end delivery of required loan activities. Success in this role will require a unique blend of process management, customer-back thinking, change management and technology skills.
The Small Business Banking Process Manager will report directly to the Director of Loan Operations.
Specific responsibilities and skill set required include, but are not limited to:
: Spearhead the Small Business Lending Lean/Agile/Pod strategy. Identify a new set of frameworks for how deliver and manage the work, influence adoption across a broad organization(s) and help lead the implementation of a reimagined approach to the work. Ensure approach supports the broader Small Business Vision.
Create transparency to customer and internal pain points that are getting in the way of us creating a compelling customer experience while delivering work in a well-managed, more cost effective way for this line of business.
Leverage production associate and leadership subject matter expertise and knowledge of existing pain points and work with them to identify ways to improve them.
Leverage Lean/ Six Sigma and agile techniques where appropriate to solve for improved speed, quality, cost and customer experience.
Leverage journey maps and other customer experience tools to expose how things are working today from a customer POV across all channels / customer touch points (branch, digital, call center, business bankers, etc.). Work with designers and other CX experts to improve the experience
Work with leaders and front line associates to define and implement new work delivery constructs/ management systems (including end to end metrics) where appropriate
Understand applicable laws and regulations and ensure a robust monitoring system is in place to demonstrate ongoing compliance.
- Bachelor’s degree or military experience
- At least 5 years of experience in process engineering
- At least 3 years in process management leadership roles with accountability for people management
- Certification in Lean or Six-Sigma
- At least 3 years of experience in customer-facing process re-engineering efforts
- At least 1 year experience in leading customer facing processes
- 5 years of Banking Experience
- 3 years in banking operations
- Six Sigma Black Belt
- 2 years redesigning servicing processes/experiences
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.