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General Responsibilities:
Execution and support of Customer Identity control ecosystem while enhancing existing process documentation and playbooks
Lead incident support, awareness, and driving resolution with engagement across partner teams including Ops, Tech, Product, Compliance, and Intent
High level of engagement with our partner teams and leveraging those relationships/interactions to drive opportunities for Customer Identity
Lead projects in support of the broader Customer Identity Excellence strategy
Leverage data and technology to enhance monitoring and to reduce manual processes
Ensure a “Well Managed” approach to tools and documented processes used to deliver quality analysis and results
Day to day oversight of multiple processes which could include risk management of defects and or controls: monitor, report, and plan process improvement or redesign initiatives; define, establish, and manage process controls; identify process improvement opportunities and implement them through collaboration with other groups such as the Risk office, Tech and management; make final recommendations for approval on changes.
Collect, analyze and measure process data, to initiate sustainable business practices and procedures and for reporting to senior leadership and executives; review data for trends and gaps in the process that may require additional review.
Resolve complex risk defects, problems or transactions, where expertise is required to interpret against controls, policies, guidelines or processes; escalate breakdowns in the process or controls by asking the right questions and identify/ involve the right stakeholders to correct breakdowns.
Maintain formal process documents (e.g. procedures, work instructions, process artifacts and diagrams), and document processes, controls, risk management activities and projects (creating project reports, presentations, business cases, and diagrams)
Collaborate on larger initiatives, including representing departments on broader change control forums for input and to represent department interests; may challenge forum decisions if project outcome impacts department processes. May participate in cross-functional project teams, including projects driven by other parts of the organization, to provide input, liaise with training, and partner with groups on execution efforts.
Provide customer service and training to internal customers on specific processes they manage; may deliver presentations, including up to the executive level.
Basic Qualifications:
High School Diploma, GED or equivalent certification
At least 2 years of experience in Business Process Management, Project Management, Relationship Management, Risk Management or Control testing
Preferred Qualifications:
Bachelor's Degree or military experience
3+ years of Process Management, Risk Management, Relationship Management, Control Testing or Project Management experience
Lean, Agile, Six Sigma, Business Process Management, or Project Management certification
This role ismeaning associates typically spend about half their time (2-3 days per week)
in-person at one of our offices listed on this job postingare enterprise- wide
. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
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 at 1-800-304-9102 or 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.
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