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General Responsibilities
Manage and lead a team of associates
Coach and train associates on processes, performance targets and goals
Facilitate talent development and performance management activities
Provide leadership oversight of issue resolutions processes
Hold team, 3rd party partners and other stakeholders accountable for well managed issue resolution support
Provide guidance to associates troubleshooting issues through to resolution and root cause identification to expedite resolutions and reduce potential for recurrence
Resolve complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes
Escalate breakdowns in the process by asking the right questions and identify/involve the right stakeholders to correct breakdowns
Develop and enhance professional rapport with line of business partners across the Bank and with our 3rd party providers
Drive simplicity through the identification and implementation of process improvements and workflow enhancements
Maintain a customer focus by driving process improvements aligned with desired customer outcomes
Create and validate processes to ensure risk reduction and adherence to controls
Maintain formal process and procedural documentation
Maintain a risk and controls focus to reduce potential process risk
Ensure compliance with policies and procedures
Design and produce metrics used to measure efficiency and effectiveness
Leverage process data to identify trends and outliers and to identify potential process gaps requiring attention
Collect, analyze and measure process data, to initiate sustainable business practices and procedures and for reporting to senior leadership
Provide subject matter expertise on processes when representing the department in projects and other meetings
Collaborate on larger initiatives, including representing the department on broader change control forums for input and to represent the interest of the team
Provide support to leadership (direct leadership and peer leaders) as requested
Basic Qualifications
High School Diploma, GED, or Equivalent Certification
At least 1 year of Project or Process Management Experience
At least 1 year of experience using Google Suite or Microsoft Office
At least 2 years of Operations experience
Preferred Qualifications
Bachelor’s Degree
5 + years of Banking experience
Lean, Agile, Six Sigma, Business Process Management, or Project Management certification
People leadership experience
. 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.
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