Capital One Principal Associate - Process Management Emerging 

United States, Oregon 

633302230

• The Complaints Operations Strategy team within ECHOS is responsible for:

  • Delivery and Change Management for emerging intent, operational efficiencies and platform capabilities

  • CAO and CIFT Advocate/Associate readiness

  • Management and creation of Operational Reporting

  • Closed Loop Feedback & Insights

  • Process and intent ownership of the Abusive Customer L3

• We have ~14 associates on our team primarily located in and around Central Virginia

Who we are seeking

• A disciplined process professional who excels in a team environment and has experience in creating operational frameworks and solutions

• Someone who has a drive and proven track record for solving complex problems while being solution-focused, possesses exceptional communication skills, has a strong attention to detail, and the ability to put the customer first in all things

• Someone who has an eye for process improvement with a solid understanding of operational procedures, business policies and well managed practices

• Someone who is able to effectively communicate and influence peers, partners and stakeholders across multiple levels of the organization using their exceptional presentation skills while adeptly describing complex concepts by weaving in supporting data and presenting them through easily understandable stories

• Someone who has a passion for our customers, knowing that even if the customer isn’t always right, you give them the benefit of the doubt and pursue the best possible outcome at all times

• Someone who possesses strong analytical skills and the ability to adapt quickly and easily to a dynamic environment

• Someone who displays strong judgment used to push on the status quo, drive change and elevate risks across the value chain

• Someone who is a team player, displaying a positive attitude, enjoys working with diverse individuals and ideas and has the ability to put the team before themselves

What you will do

• Identify and drive process improvements that improve customer and associate experience and ensure highest quality across the Complaints Operational Ecosystem

• Collaborate with team, partners and stakeholders across multiple departments and lines of business to understand complex problems and deliver meaningful outcomes and goals.

• 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.

• Create and maintain formal process documentation (e.g. procedures, SOPs and flow diagrams), as well as create project documentation to track project summary, key milestones, measures of success and the definition of done.

• Participate in cross-functional project teams when needed, including projects driven by other parts of the organization, to provide input, liaise with training, and partner with groups on execution efforts.

• Engage with Platform Lead within COpS to learn and integrate best practices for operational execution related to complaints handling across the Ecosystem.

• Consistently communicate with key stakeholders, partners, and performers to provide the appropriate requirements and outcomes for associated initiatives.

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that isnotsupplied via cellular data or hotspot is required

  • A private network that is password protected where you have ownership or line of site sight to every device on the network

  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred

  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page

• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 2 years of experience in Process Management or Project Management

• At least 1 year of experience working with Operational Escalations and Procedures

Preferred Qualifications:

• Bachelor’s Degree or military experience

• Business Process Management (BPM) Certification, Lean certification or Six Sigma certification

• 3+ years of experience in Process or Project Management

• 2+ years of experience working with Operational Escalations and Procedures