Senior Director, Onboarding
Richmond, VA  / McLean, VA 
Posted 1 day ago
Job Description
Job ID: R97868

Locations: VA - Richmond, United States of America, Richmond, Virginia

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Senior Director, Onboarding

Capital One is the only founder-led Top 10 bank in the US. We offer industry-leading credit cards, checking accounts, savings accounts, brokerage accounts, car loans, home loans, and other financial products that are central to the way that more than 65 million people live every day.

The Senior Director of Onboarding and Activations for the Commercial Bank's Treasury Management team plays a critical role in designing and delivering flawlessly executed processes that introduce a customer to the Capital One experience. This is a highly collaborative role, where the individual will lead a team of 45 onboarding specialists as well partnering with designers, sales reps, analysts, product managers, technology and operations and directly with our clients to innovate the onboarding experience for our clients. Through data-backed analysis, industry benchmarks and customer insights, the senior director will define the onboarding strategy and then design, launch, execute and enhance the onboarding processes to meet the unique needs of our customers while delivering direct impact to the company's bottom line.

As the Onboarding Senior Director you will:

  • Lead moderate to large size teams to drive complex process execution and improvement initiatives

  • Establish or participate in Design Thinking, Agile, and LEAN rituals which establish rhythm for the team, promote ongoing communication, and iterative refinement of process and experience

  • Test and iterate in pilots to validate concepts and processes continuously innovating with automation and technology to create a simpler, faster, higher quality onboarding, and then scale to drive speed to client usage and business revenue

  • Lead the design of the Onboarding strategy and then develop a short term and long term roadmap for the teams to execute

  • Define learning agenda and key performance indicators (KPIs) to measure success/failure

  • Regularly and systematically use data and customer feedback to uncover opportunities, track process performance, and provide product feedback for innovation

  • Partner cross-functionally with value chain colleagues to provide strategic and tactical thought partnership to effectively drive product innovation

  • Build relationships and collaborate with key stakeholders across commercial and retail banking to ensure delivery of commitments to our customers

  • Prioritize, negotiate and remove blockers to orchestrate successful onboarding experiences

  • Serve as subject matter expert, contributing practitioner, thought leader, career guide and mentor to teams

  • Lead a multiple Process managers,, mentoring and guiding them through customer-back process design and execution

What we are looking for:

  • Proven experience in and passion for building and innovating customer experiences and processes

  • Experience working with Agile Methodologies

  • Exceptional communication skills- someone who is an engaging storyteller and is at ease presenting to executives.

  • Creative problem solver who lives at the intersection of Human, Business and Technology dimensions. Deep fluency and experience in at least two of these dimensions, with solid understanding of the third.

  • Blend of both strategic and tactical thinking- someone who can identify and prioritize opportunities in highly ambiguous contexts, and then organize thematic work areas in deep detail, thus aligning long term vision with iterative execution

  • Strong quantitative background to support data-informed decision making

  • Collaborative, team player attitude with the ability to navigate and influence the organization

Basic Qualifications:

  • Bachelor's Degree or military experience

  • At least 3 years of experience in Process management or Operations Management

  • At least 5 years of experience in People Management

  • At least 1 year of Consulting experience

Preferred Qualifications:

  • At least 2 years in Product Management

  • MBA or Master's degree in process engineering or systems engineering

  • Process management certification (Lean, Six Sigma, PMP)

  • At least 5 years of experience in Process Management or Operations Management

  • At least 7 years of experience in People Management

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

Capital One is an equal opportunity employer committed to diversity in the workplace. Capital One promotes a drug-free workplace.

All qualified applicants will receive consideration for employment without regard to gender, race, color, religion, national origin, sexual orientation, protected veteran status, or disability status.

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; Newark, New Jersey Ordinance 12-1630; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.


Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
3+ years
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