Capital One Manager Complaints Governance Hybrid 

United States, Virginia, Richmond 

506027446

Manager, Complaints Governance (Hybrid)

You will measure effectiveness and install necessary benchmarks or thresholds to ensure integrity. You will educate and gain buy-in from key stakeholders concerning the utilization of process to ensure appropriate execution each time.

General Responsibilities:

• Lead and empower a team that is responsible for overall Complaints Program Governance, which includes but is not limited to Audit and Compliance Testing, Internal Risk and Control Testing, and ensuring the overall program is Well Managed

• Ensure compliance with all Enterprise Complaints Program routines and regulatory requests.

• Support continuous discovery, and improvement

• Work closely with key stakeholder partners, including but not limited to Legal, Risk, and Compliance, to collaborate on overall strategy, prioritization, processes, responses, and requirements

• Leverage agile methodologies to perform work, within smaller teams

• 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 problems, 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 formal process documents (e.g. maps, and diagrams), and document processes and projects (creating project reports, presentations, business cases, and diagrams)

• Develop CTQ’s and metrics to measure the health of existing, new or recently changed processes. Collaborate with operations teams to sustainably transition ownership where appropriate to production leaders.

• Periodically 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 training to internal customers on specific processes being changed; may deliver presentations, including up to the executive level.

This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 2 years of experience in People Management

• At least 3 years of experience in Process Management, Project Management, or Risk Management

Preferred Qualifications:

• Bachelor’s Degree or Military experience

• 5+ years of experience in People Management

• 5+ years of experience in Process Management, Project Management, or Risk Management

• 1+ years of Agile experience

• 1+ years of experience in using Jira
  

McLean, VA: $126,700 - $144,600 for Manager, Process Management Richmond, VA: $115,200 - $131,500 for Manager, Process Management Wilmington, DE: $115,200 - $131,500 for Manager, Process ManagementThis 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.