Capital One Sr Associate Process Management - Customer Identity Team Hybrid 

United States, Virginia, Richmond 

405469569

General Responsibilities:

• Execution and support of Customer Identity control ecosystem while enhancing existing process documentation and playbooks

• Lead incident support, awareness, and driving resolution with engagement across partner teams including Ops, Tech, Product, Compliance, and Intent

• High level of engagement with our partner teams and leveraging those relationships/interactions to drive opportunities for Customer Identity

• Lead projects in support of the broader Customer Identity Excellence strategy

• Leverage data and technology to enhance monitoring and to reduce manual processes

• Ensure a “Well Managed” approach to tools and documented processes used to deliver quality analysis and results

• Day to day oversight of multiple processes which could include risk management of defects and or controls: monitor, report, and plan process improvement or redesign initiatives; define, establish, and manage process controls; identify process improvement opportunities and implement them through collaboration with other groups such as the Risk office, Tech and management; make final recommendations for approval on changes.

• 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.

• Resolve complex risk defects, problems or transactions, where expertise is required to interpret against controls, policies, guidelines or processes; escalate breakdowns in the process or controls by asking the right questions and identify/ involve the right stakeholders to correct breakdowns.

• Maintain formal process documents (e.g. procedures, work instructions, process artifacts and diagrams), and document processes, controls, risk management activities and projects (creating project reports, presentations, business cases, and diagrams)

• Collaborate on larger initiatives, including representing departments on broader change control forums for input and to represent department interests; may challenge forum decisions if project outcome impacts department processes. May participate in cross-functional project teams, including projects driven by other parts of the organization, to provide input, liaise with training, and partner with groups on execution efforts.

• Provide customer service and training to internal customers on specific processes they manage; may deliver presentations, including up to the executive level.

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 2 years of experience in Business Process Management, Project Management, Relationship Management, Risk Management or Control testing

Preferred Qualifications:

• Bachelor's Degree or military experience

• 3+ years of Process Management, Risk Management, Relationship Management, Control Testing or Project Management experience

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