Principal Associate, Process Manager (Hybrid)

As a Principal Process Manager for Capital One’s Retail Bank Customer Protection Organization, you will be part of a talented, people-first organization responsible for supporting & transforming the customer and agent servicing experiences.  You will regularly integrate and influence multiple groups and be seen as a strong change agent by our business partners in supporting strategy & implementation as it supports Customer and agent experiences.  You will influence and gain buy-in from key stakeholders to ensure technology and processes deliver breakthrough business results.

The ideal candidate will demonstrate the ability to:

• Drive resolution of complex problems by applying process expertise to interpret against policies, guidelines or processes

• Facilitate discussions by asking the right questions and identify/involve the right stakeholders to correct breakdowns and recommend improvements

• Lead cross-functional projects by defining and aligning scope, acceptance criteria, and priorities to ensure timelines and budget are met while caring for up and downstream process impacts

• Implement a structured approach to problem solving focused on defining problems and solutions based on data while using a variety of process management techniques and tools like Visual Management, Business Process Management, root cause analysis and Lean

• Develop and nurture strong and effective working relationships with key business partners, with Line of Business leaders, and cross functional partners to ensure all areas are represented in the ideation, design and execution of their objectives through operational readiness and automated solutions

• Maintain lines of communication with peers and leadership to identify opportunities on cross-team synergies and alignment

• Partner, collaborate and influence upstream and downstream processes, and internal partners to deliver results 

• Lead stakeholder engagement efforts and utilize exceptional communication, teamwork and influence skills to foster team alignment and drive process success

• Effectively communicate and influence partners across the company and across multiple levels of the organization. 

• Autonomously drive Process requirements on large cross functional teams 

• Self manage personal bandwidth to juggle multiple priorities caring for visibility into delivery targets, commitments and progress 

• Coach and mentor team members on process tools and methodologies 

• Create and promote positive team environment by fostering a culture of innovation and sharing of best practices (ex: positive attitude, team spirit, set high standards, coach team members, and provide feedback)

General Responsibilities:

• Autonomous oversight of process improvement work and collaborating with cross functional teams on larger initiatives

• Collect, analyze, and measure data to proactively identify trends and gaps to provide the business with actionable insights and recommendations

• Understanding customers’ needs of the process and driving end to end customer process improvements

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

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

• Providing clear and timely communications, updates, and escalations to stakeholders

• Proactively manage through identification and resolution of risks across the value stream to maintain Well-Managed processes

• Document processes (utilizing Business Process Management artifacts -  e.g. maps, and diagrams) and projects (creating project reports, presentations, business cases, and diagrams)

• Advocate and share job specific strengths for the betterment of the broader team or body of work

Location: This role is hybrid, based in Richmond, VA, McLean, VA, or Wilmington, DE, 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 Project or Process Management experience

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

Preferred Qualifications:

• BPM, Lean, or Six Sigma Certification

• At least 1 year experience in Customer Service or Fraud

• At least 1 year of experience using JIRA

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