Manager, Process Manager PCG Intent & Governance

Capital One a Fortune 100 company and one of the nations 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 nations 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 backgroundsguided by our shared Valuescome together to make Capital One a great company and a great place to work.

Card Servicing Strategy is at the forefront of rapid transformation of Cards customer servicing experiences by delivering new technology & innovative strategies to reimagine how our customers engage with us and reinvent the tools we use to meet customer needs.

The Power of Attorney Conservator and Guardianship (PCG) L2 process team supports our customers in some of their most vulnerable & sensitive moments by enabling a trusted 3rd party to get legal authority over an account and make decisions on the customers behalf. The L2 process team is accountable for the well-managed end-to-end design experience and execution of this critical business process as well as ensuring compliance with all applicable laws and regulations.

As a Manager on the PCG L2 Well-Managed team you will lead a team of associates that support process governance continuous process improvement audit & exam support and engagement with our 1st & 2nd line partner teams across the enterprise. You and your team will oversee & enhance processes to support our customers in some of their most vulnerable moments while simultaneously ensuring we meet legal & compliance obligations on a highly scrutinized process. You will monitor data trends to measure effectiveness ensure that governance and process documents are accurate and up to date and work with the full team to create transparency into work that is being done roadblocks and backlogs. You will get to work with operations business analysts and product teams to educate and gain buy-in from key stakeholders concerning the utilization of the process to ensure appropriate execution each time.

Job Responsibilities:

• Manage a team of 3-4 associates with responsibility for:

  • L2 Process Documentation & Artifacts

  • L2 Process Well-Managed Activities

  • Issue & Event Management

  • Exam & Audit Engagement Support

  • Continuous Process Improvement

  • Escalated Case Handling/Support

• Create & maintain engagement forums with our partners in Channels Servicing Legal & Compliance Auto Servicing and Bank Servicing to enable communication and awareness of relevant work in the L2

• Work with our Channels & LOB Servicing partners to understand their needs identify agent experience & execution improvement opportunities

• Work with our Risk Legal & Compliance partners to understand their perspectives on PCG & AML requirements & compliance risks and how best to mitigate them

• Ensure that the PCG Mailbox is staffed and responds to internal requests for support in an accurate & timely manner including engaging partner teams as appropriate to problem-solve

• Identify resources and work required to deliver process improvements support organizational priorities and synthesize them into high-level plans that are easily consumed by stakeholders and drive delivery of the work through collaborative partnerships

• Partner with Risk teams and appropriate SMEs to contain & remediate Issues/Events in compliance with the Event Management Standard

• Autonomously execute day-to-day activities & team management identify & escalate risks or impediments as needed to leadership and provide relevant updates to stakeholders as appropriate

Basic Qualifications:

• High School Diploma GED or equivalent certification

• At least 2 years of experience in Process management

• At least 2 years of experience in Project management

• At least 2 years of experience in People management

• At least 2 years of experience in Relationship management

Preferred Qualifications:

• Bachelors Degree

• Lean certification or Six Sigma certification

• 5 years of experience in Process management

• 5 years of experience in Project management

• 5 years of experience in People management

• 5 years of experience in Relationship management

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

The minimum and maximum full-time 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 part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Candidates 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.

Capital One offers a comprehensive competitive and inclusive set of health financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status exempt or non-exempt status and management level.

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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).