Principal Associate - Process Management (Work From Home)

Overview

Principal Associate - Process Management (Work From Home)

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice.
23060 (Richmond, VA)
23320 (Chesapeake, VA)
33634 (Tampa, FL)
89144 (Las Vegas, NV)
75024 (Plano, TX)
19801 (Wilmington, DE) 
68521 (Lincoln, NE)
56301 (St. Cloud, MN)

At Capital One, we’re committed to delivering world-class experiences for our customers - and leveraging subject matter expertise to drive improved outcomes.  The Customer Resiliency (Collections and Recoveries) team is a talented, dynamic team of process managers dedicated to mitigating risk exposure for our customers by driving solutions through a partnership with multiple internal groups. We are currently seeking an inquisitive and detail-oriented team player who thrives in a well-managed team environment to join us as a Principal Process Manager (Principal Associate). 

General Responsibilities: 

• Maintain strong, collaborative relationships with peers and stakeholders, serving as a SME for specific operational groups within CR.

• Help foster a well-managed culture across CR.

• Leading and owning oversight of new intent and process improvement work and collaborating with teammates on larger initiatives 

• Collecting data and information and using analytics and reporting to provide transparency to senior leadership and executives 

• Identify and implement process improvements driving issue resolution/risk mitigation activities 

• Tracking and resolving process breakdowns 

• Understanding customers’ needs of the process and driving process improvements 

• Developing and maintaining formal process documentation including 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 

• May lead a team and/or direct others on projects 

Who we are Seeking

• Experience supporting process improvement or operations initiatives within a complex organization

• Analytical thinker with a strong ability to draw insights from data

• Clear communicator with the ability to present ideas effectively to various audiences

• Strong attention to detail and ability to manage multiple priorities

• Team player with a collaborative, customer-first approach

• Detail-oriented nature - notice small details that others may miss and respond quickly to address potential gaps

• Inquisitiveness - challenge the status quo and remain open to new ways of problem solving

• Fungibility - have an ability and desire to learn new things and add value to the business

• Strong results orientation - display an intense focus on achieving both short and long term goals

• Communication - Ability to clearly and effectively articulate key topics and engage with our internal teams to influence positive outcomes that mitigate risks and drive effective process outcomes.

Basic Qualifications: 

• High School Diploma, GED or equivalent certification 

• At least 2 years of process or project management experience

• At least 1 year of experience with Microsoft Office or Google Suite 

Preferred Qualifications: 

• Bachelor’s Degree or military experience 

• Six Sigma, Lean, or PMP Certification

• 2+ years of experience directing process transformations or projects  

• 3+ years of process or project management experience

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that is not supplied via cellular data or hotspot is required

  • A private network that is password protected where you have ownership or line of site sight to every device on the network

  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred 

  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page 

• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Location Requirements

Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), or 19801 (Wilmington, DE), 68521 (Lincoln, NE), or 56301 (St Cloud, MN) and report in person, when required, with at least 24 hours notice.

We are unable to consider applicants who: 

• Do not maintain network-compatible internet access

• Live or work beyond the 100 mile radius of their dedicated location, or  

• Live or work in the state of California. 

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Plano, TX: $98,900 - $112,900 for Principal Process Manager

Chesapeake, VA: $98,900 - $112,900 for Principal Process Manager

Tampa, FL: $98,900 - $112,900 for Principal Process Manager

Lincoln, NE: $98,900 - $112,900 for Principal Process Manager

Las Vegas, NV: $98,900 - $112,900 for Principal Process Manager

Wilmington, DE: $98,900 - $112,900 for Principal Process Manager

Richmond, VA: $98,900 - $112,900 for Principal Process Manager

St Cloud, MN: $98,900 - $112,900 for Principal Process Manager

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This 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.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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 RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).