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Capital One Principal Process Manager - US Card Customer Resiliency Hybrid 
United States, Virginia, Richmond 
575309289

Yesterday

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

. 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.