Capital One Work Home Principal Associate Process Manager 

United States, Virginia, Richmond 

402465432

General Responsibilities:

• Resolve complex problems where expertise is required to interpret against business policies, guidelines or processes; escalate process breakdowns by asking the right questions and identify/involve the right stakeholders for mitigation and containment planning.

• Develop a deep subject knowledge expertise on our manual processes, proactively identify and mitigate risk, and partner on issue resolution initiatives. This means mapping out business processes, understanding and mitigating business risks and ensuring we have the right controls and solutions in place and continuously making them better.

• Utilize data to develop a structured approach to problem solving, focusing on risk identification and solution development.

• Collaborate with internal and external teams to influence upstream and downstream processes to deliver results.

• Partner with various lines of business to ensure Operations is represented in the ideation, design and execution of their objectives through operational readiness.

• Advise and consult with Operations teams to develop or enhance well-managed processes, and support and implement risk management practices.

• Provide direct engagement with a product team on complex processes of a specific product, focusing on manual process reduction, agent and customer experience designs, and risk mitigation strategies. This includes engagement for tech enhancements and oversight of day to day operational controls and processes.

• Lead a team of 3-5 high performing direct reports, coaching and developing associates, and fostering an inclusive team environment

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 is 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 1 year of experience with Google Suite

• At least 1 year of experience in Process Management

• At least 1 year of experience in People Leadership

Preferred Qualifications:

• Bachelors Degree or Military Experience

• Business Process Management, Six Sigma Green or Black Belt Certified

• 2 Years of experience in Risk Management

• 2 Years of experience in Process Management

• 3-5 Years of experience in People Leadership