Process Manager, PULSE Fulfillment Team at Capital_One — Houston, TX

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.

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
• Experience managing high volume workload
• Experience managing offshore, large task based teams
• Strong communication and collaboration skills
• Strong problem solving and influencing skills
• Work experience achieving results with complex projects

Houston, TX: $122,100 - $139,400 for Manager, Process Management

Richmond, VA: $122,100 - $139,400 for Manager, Process Management