Capital One Senior Associate Process Manager Reconciliation & Control Work Home 

United States, Virginia, Richmond 

909848660

Senior Associate, Process Manager, Reconciliation & Control (Work from Home)

Responsibilities:

• General management of day to day processes including direct people leadership of associates within assigned vertical

  • Focus on team engagement and maintain open communication across all associates

  • Responsible for ensuring the team is properly trained to support business needs

• Drive results to meet performance expectations

  • Track and ensure metrics and goals are met

  • Monitor daily service level metrics and drive team performance

  • Address trending / ongoing performance issues through the appropriate channels and escalate as needed

  • Communicate team results to senior management

• Recommend, develop and execute process improvements

• Business Process Documentation

  • Collect, analyze and measure process data on the effectiveness of business processes

• Gather metrics data and create reports/dashboards

• Take action on requests timely

• Keep Leadership informed of important updates or challenges and escalate appropriately

• Support audit requests with a focus on controls in your response/ support

• Ensure adherence to all defined controls and regularly reinforce expectations with team

• Meet defined quality, customer experience and productivity targets

• Review and approve process documentation

• Ensure consistency in communications and support flow through the most appropriate channels

• Facilitate meetings within the team and with our partners

• Participate in project management activities

• Focus on personal development

• Develop Subject Matter Expertise within role

• Review and approve money movement to ensure accounting standards are met

• Monitor correspondence and respond timely

• Escalate issues appropriately (following predefined escalation model)

• Other duties as assigned

The ideal candidate should possess the following skills:

• Adhere to IEI People Leadership framework

• Self motivated and demonstrate the ability to work without supervision

• Excellent organizational skills, time management skills, problem solving skills and attention to detail

• Ability to manage multiple tasks, prioritize and meet deadlines

• Demonstrates excellent written and verbal communication skills as well as professionalism in working with internal associates at all levels and our external partners

Work from Home Technology Requirements:

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

• A reliable private internet connection that isnotsupplied via cellular data or hotspot

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

  • Internet service must be provided by Cable or fiber Internet Service Provides (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, 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.

Work from Home Living Requirements:

This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live or work internationally, in the states of California, Hawaii, or US territories. If you are unable to attain the required Capital One Work from home compatible internet access or living requirements, Capital One reserves the right to rescind this offer.

Basic Qualifications:

• High School Diploma, GED, or Equivalent Certification

• At least 2 years of people management experience

• At least 1 year of risk management or process management experience

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

Preferred Qualifications:

• 5+ years of people management experience

• 2+ years of accounting experience

• 2+ years of experience using Google Suite or Microsoft Office

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

. 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.