Sr Associate Process Management - US Card Customer Resiliency Hybrid
Sr Associate Process Management - US Card Customer Resiliency Hybrid
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Job Description
As a Senior Process Manager in US Card Customer Resiliency the candidate will be part of a talented team responsible for executing and monitoring business processes to ensure they are executed per intent while helping to resolve issues and/or escalating when necessary. In addition the candidate will collect and analyze data and measure the effectiveness of existing business processes recommend process improvements and create and manage formal process documentation. As a part of this role the candidate will communicate updates with internal customers and leadership on new and existing processes and provide internal and external customer support as needed. As a process manager for the Recover Through Litigation L2 within Customer Resiliency the candidate will be part of a team that drives $400MM in annual revenue for Capital One and drives a large portion of Recoveries dollars.
The candidate will also play a critical role in ensuring we live up to our mission of helping customers find the right solution to resolving their debt in challenging times. We are looking for a process professional who is excited to take on the challenge of helping us elevate the process excellence of a very successful business area.
Customer Resiliency is a key business area within the US Card division at Capital One. Our mission is to work with customers who are experiencing financial difficulties as a partner. We are on a transformational journey to build affordable solutions that enable customers to resolve and rebuild credit to create multichannel experiences that make it easy and rewarding and to get the right solution & experience to the right person at the right time using advanced models & technology.
We are seeking a dedicated disciplined highperforming process professional who is a quick learner and has the ability to work autonomously and manage multiple tasks effectively. The candidate will have excellent teamwork and communication skills organizational and research skills attention to detail and can adapt to change quickly. The candidate will also provide critical operations management across the following areas: finance risk management communications management project management process controls and improvements and organizational effectiveness and change management. The ability to influence up is a key to success in this position.
This is an excellent opportunity to continue a career in the field of Process Management.
General Responsibilities:
Assisting in managing various subprocesses for the post chargeoff Recoveries process
Monitoring daily subprocesses to ensure L2 process is running
Reporting on key process health metrics
Point of contact for process improvement work and collaborating with teammates and other partners on larger initiatives
Collecting data and information to drive reporting & assess process performance using process expertise to drive risk identification mitigation and remediation Influencing change within Capital One with our internal customer(s) and Partner group(s)
Identify and implement process improvements to drive issue resolution and risk mitigation with a focus on customers needs
Create and manage updates Regulatory and Business controls
Partner with Technology groups to build controls
Developing and maintaining formal process documentation including standard operating procedures and process flow diagrams
Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions
Work with stakeholders to identify areas of improvement where the team can simplify or automate manual processes reduce risk and improve customer experience
May develop project plans to execute process development and/or reengineering
Communicate updates with internal customers on new or existing processes; may include communications at the executive level; may provide customer service or training to users on process updates or rollouts; may deliver presentations to Senior Leadership
Cross trained in all team processes
Required Qualifications:
High School Diploma GED or equivalent certification
At least 2 years of experience in Process Management or Project Management or Risk Management
At least 2 years of experience in Microsoft Office Suite (Outlook Excel Word PowerPoint) or Google Suite
Preferred Qualifications:
Bachelors Degree or Military experience
Lean Agile Six Sigma Process Management or Project Management certification
1 years of experience in SQL
At this time Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum fulltime 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 parttime roles will be prorated based upon the agreed upon number of hours to be regularly worked.
McLean VA: $86300 $98400 for Sr. Process ManagerCandidates 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 candidates 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 wellbeing. Learn more at theCapital One Careers website. Eligibility varies based on full or parttime status exempt or nonexempt 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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy childbirth or related medical conditions) race color age national origin religion disability genetic information marital status sexual orientation gender identity gender reassignment citizenship immigration status protected veteran status or any other basis prohibited under applicable federal state or local law. Capital One promotes a drugfree 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 23A of the New York Correction Law; San Francisco California Police Code Article 49 Sections; New York Citys Fair Chance Act; Philadelphias Fair Criminal Records Screening Act; and other applicable federal state and local laws and regulations regarding criminal background inquiries.If you have visited our website in search of information on employment opportunities or to apply for a position and you require an accommodation please contact Capital One Recruiting ator via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital Ones recruiting process please send an email to
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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).
Required Experience:
Senior IC
Employment Type
Full-Time
