Sr. Process Manager
Plano , Texas
February 08, 2017
Plano 2 (31062), United States of America, Plano, Texas

Sr. Process Manager


Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company – and a great place to work.

The Home Loans Servicing Command Center is looking for a process to lead the charge in making sure our customer communications are clear, compelling, and conversational.

These process managers will be responsible for driving changes from initial concept through implementation.  You will collaborate with key stakeholders throughout the process (Customer Experience, Process Owners, Technology, Third Party Vendors, and Legal), leveraging your strong communications skills to keep everyone engaged and informed. 


  • Overall responsibility for taking letters from initial concept (intake) through implementation
  • Communicate work backlog, priorities, and process to Accountable Executive and stakeholders
  • Conduct interviews for each new intake to understand business intent, conditions of satisfaction, and business requirements
  • Create initial drafts for all new letters and for changed letters
  • Coordinate input from Customer Experience and Legal
  • Coordinate input from Customer Experience and Legal
  • Obtain final approval of the letter and the implementation plan from the Accountable Executive
  • Maintain the document repository for approved letters and production copies of letters
  • Create PDF forms for desktop letters
  • Collaborate with Technology team and Third Party Vendors
  • Perform QA on letters and coordinate UAT with process owners 

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

Basic Qualifications:

  • High School Diploma, GED or Military experience
  • At least 1 Year of process management experience
  • Proficiency in MS Office

Preferred Qualifications:

  • Bachelor's Degree
  • Lean, Agile, Six Sigma, Business Process Management, or Project management certification
  • At least 2 years of experience in Process Management

A little about us:
Headquartered in McLean, Virginia, Capital One® offers a broad array of financial products and services to consumers.

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