Capital One Principal Process Manager - US Card Customer Resiliency Hybrid 

United States, Virginia, Richmond 

575309289

General Responsibilities:

• Owning & managing various sub-processes for the post charge-off Recoveries process

• Building structured sub-processes to improve L2 process and risk management

• Defining and managing key process health metrics

• Leading and owning oversight of process execution, improvement work and collaborating with teammates on larger initiatives

• Collecting data and information and using analytics to drive reporting & assess process performance; socializing outcomes to provide transparency to senior leadership and executives

• Using process expertise to drive risk identification, mitigation, and remediation not only internally but also with our 3rd party suppliers

• Influencing change within with Capital One as well as with our supplier Recovery agencies

• Identify and implement process improvements to drive issue resolution and risk mitigation with a focus on customers’ needs

• Create and manage FUSE controls

• Lead efforts with Technology groups to build controls

• Developing and maintaining formal process documentation including standard operating procedures and process flow diagrams

• Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions

• Work with stakeholders to identify areas of improvement where the team can simplify or automate manual processes, reduce risk, and improve customer experience

• May develop project plans to execute process development and/or re-engineering

• Communicate updates with internal customers on new or existing processes; may include communications at the executive level; may provide customer service or training to users on process updates or rollouts; may deliver presentations to Senior Leadership

• Cross trained in all team processes

Required Qualifications:

• High School Diploma, GED or equivalent certification

• At least 2 years of experience in Business Process Management or Project Management or Risk Management

• At least 2 years of experience with Microsoft Office or G Suite

Preferred Qualifications:

• Bachelor’s Degree or Military experience

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

• 1+ years of experience in SQL