Center 1 (19052), United States of America, McLean, Virginia

Principal Process Manager - US Card Customer Resiliency (Hybrid)

As a Principal Process Manager, in US Card Customer Resiliency, you will be part of a talented team responsible for executing and monitoring business processes to ensure they are executing per intent while helping to resolve issues and/or escalating when necessary. In addition, you 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 your role, you will communicate updates with internal customers and leadership on new and existing processes and provide internal customer support as needed. As a process manager for the Cash within Customer Resiliency, you will be part of a team that drives $500MM in annual revenue for Capital One, and drives 25% of all of Recoveries’ dollars. You 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 two very successful business areas.

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 multi-channel 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, high-performing process professional who is a quick learner and has the ability to work autonomously and manage multiple tasks effectively. This person will have excellent teamwork and communication skills, organizational and research skills, attention to detail, and can adapt to change quickly. The Process Manager 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 your career in the field of Process Management.

General Responsibilities:

Owning managing various sub-processes for the post charge-off Recoveries process

Building structured sub-processes to improve L2 process and risk management

Defining and managing key process health metrics

Leading and owning oversight of process execution, improvement work and collaborating with teammates on larger initiatives

Collecting data and information and using analytics to drive reporting assess process performance; socializing outcomes to provide transparency to senior leadership and executives

Using process expertise to drive risk identification, mitigation, and remediation not only internally but also with our 3rd party suppliers

Influencing change within with Capital One as well as with our supplier Recovery agencies

Identify and implement process improvements to drive issue resolution and risk mitigation with a focus on customers’ needs

Create and manage FUSE controls

Lead efforts 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 re-engineering

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 Business Process Management or Project Management or Risk Management

At least 2 years of experience with Microsoft Office or G Suite

Preferred Qualifications:

Bachelor’s Degree or Military experience

Lean, Agile, Six Sigma, Business 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.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt 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 drug-free 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 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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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).