Capital One Senior Process Manager Cash Resolutions Team Hybrid 

United States, Virginia, Richmond 

437963548

General Responsibilities

• Manage and lead a team of associates

• Coach and train associates on processes, performance targets and goals

• Facilitate talent development and performance management activities

• Provide leadership oversight of issue resolutions processes

• Hold team, 3rd party partners and other stakeholders accountable for well managed issue resolution support

• Provide guidance to associates troubleshooting issues through to resolution and root cause identification to expedite resolutions and reduce potential for recurrence

• Resolve complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes

• Escalate breakdowns in the process by asking the right questions and identify/involve the right stakeholders to correct breakdowns

• Develop and enhance professional rapport with line of business partners across the Bank and with our 3rd party providers

• Drive simplicity through the identification and implementation of process improvements and workflow enhancements

• Maintain a customer focus by driving process improvements aligned with desired customer outcomes

• Create and validate processes to ensure risk reduction and adherence to controls

• Maintain formal process and procedural documentation

• Maintain a risk and controls focus to reduce potential process risk

• Ensure compliance with policies and procedures

• Design and produce metrics used to measure efficiency and effectiveness

• Leverage process data to identify trends and outliers and to identify potential process gaps requiring attention

• Collect, analyze and measure process data, to initiate sustainable business practices and procedures and for reporting to senior leadership

• Provide subject matter expertise on processes when representing the department in projects and other meetings

• Collaborate on larger initiatives, including representing the department on broader change control forums for input and to represent the interest of the team

• Provide support to leadership (direct leadership and peer leaders) as requested

Basic Qualifications

• High School Diploma, GED, or Equivalent Certification

• At least 1 year of Project or Process Management Experience

• At least 1 year of experience using Google Suite or Microsoft Office

• At least 2 years of Operations experience

Preferred Qualifications

• Bachelor’s Degree

• 5 + years of Banking experience

• Lean, Agile, Six Sigma, Business Process Management, or Project Management certification

• People leadership experience