Decision Quality and Controls Manager - Process Management (Hybrid)

Decision Quality and Controls is the face of Monitoring and Controls for Customer Protection. We take Quality monitoring to the next level by designing controls that are criteria based targeting key failure modes and testable meeting Enterprise Standards. In this role you will execute on a Well Managed Control Strategy and lead a small team of process managers that execute on control related initiatives. We are looking for someone who is passionate about people, process and controls. 

What We’re Looking For In This Role:

• Drive forward strategy for execution of controls support including process assessments and enhancements, make recommendations and influence change

• Lead large and complex risk management control based initiatives

• Lead and oversee the implementation and execution of various work streams to improve the overall Customer Protection controls environment 

• Exhibit excellent people management skills, helping associates grow and develop while holding them accountable, encourage and demonstrate a positive attitude, team spirit, set high standards, coach team members, provide feedback, communicate a vision, and encourage innovation

• Apply leadership skills such as communication and change management to help drive key priorities like technology changes and continuous improvement

• Analyze information to proactively identify risk, trends, and process improvements while reporting on risk topics to Sr Leadership

• Advise and consult with teams to help develop well designed products, practices and processes

• Consult and knowledge share with leaders to help build control subject matter experts

• Draft effective control language that are testable and meet enterprise control standards

• Thoughtfully innovate by pushing the boundaries of how we do things, elevating the team by challenging current processes and articulating a point-of-view to drive change.

• Demonstrate sound judgment by independently considering and prioritizing urgent versus important work and making the right trade-offs to protect bandwidth and drive key results.

• Structure and solve medium-to-high complexity, open-ended problems, applying a structured analytical approach even when information isn’t perfect.

An Ideal Candidate Will:

• Clearly communicates technical/non-technical content to all audiences in a compelling fashion

• Develops strong network of partners within Retail Bank and builds effective relationships

• Proactively shares SME knowledge and is recognized by peers for expertise

• Exhibits fungibility through multiple roles or team chances

• Escalates appropriately with thoughtful and creative recommendations to break down impediments and get work done in proactively well-managed fashion

• Operates and delivers autonomously across multiple medium to high value cross functional bodies of work with attention to quality and well managed execution

• Collaborates and partners within and beyond one team building productive relationships with peers and key partners

• Able to apply a structured analytical approach even when data environment or underlying information isn’t perfect, and is explicit on where the risks in the analysis lie

Location: West Creek 5 (Richmond, VA), 802 Delaware Ave (Wilmington, DE), or Center 2 (McLean, VA) - 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 3 years of intent ownership experience designing, recommending, and implementing strategic roadmaps

• At least 3 years of stakeholder management experience

• At least 3 years of risk and controls experience

• At least 2 years of People Leadership experience

• At least 2 years of experience using Google Slides

Preferred Qualifications

• Bachelor's Degree or Military Experience 

• At least 5 years of experience creating, managing, and delivering multi-channel communication strategies

• At least 5 years of stakeholder management experience

• At least 3 years of experience in Change Management or Process Improvement

• At least 4 years of People Leadership experience

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.