Associate Project Manager - Product, User & Platform Support Team

Capital One•McLean, VA

About The Position

Associate Project Manager - Product, User & Platform Support Team Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared values, come together to make Capital One a great company – and a great place to work. As a Project Manager at Capital One, you will drive strategy and execute on high priority initiatives for the company. You will work with smart and passionate people to deliver results that have a direct impact on the company’s bottom line. You will take on important and exciting responsibility, working with key stakeholders across the Commercial Bank. The Commercial Product, User & Platform Support Team provides user support for multiple internal applications. Our user & platform support model, playbooks, system administrative activities and consulting services help users that support our clients in delivering high quality experiences with uninterrupted application performance by standardizing requests, reducing the resolution time and enhancing capacity for our product & tech partners. You will be working with a team of super users and help drive inquiry resolution and strategic & tactical changes for our platforms from fixes, enhancements, and audit support. You will build partnerships with Operations and platform vendors to execute processes that improve business efficiency and drive results. You will create and modify processes while collaborating with others to influence results that have a direct impact on associate satisfaction & risk avoidance.

Requirements

High School Diploma, GED or equivalent certification
At least 1 year of experience with Microsoft Office or Google Suite

Nice To Haves

Bachelor’s Degree or Military experience
At least 1 year of Business Process Management, Project Management, Relationship Management or Risk Management experience
PMP, Lean, Agile or Six Sigma certification
Strong problem solving, communication and influencing skills
Ability to actively participate and collaborate with team members to ensure successful inquiry resolution and project delivery
Experience working with JIRA

Responsibilities

Support and serve as Subject Matter Expert for Commercial Bank applications
Maintain and monitor user requests daily for our Commercial Bank applications received via intake or shared mailbox
Troubleshoot and resolve problems or transactions, communicating with internal customers to breakdown inquiries
Provide customer service and training to internal customers on specific processes they manage
Provide support 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
Maintain formal process documents (e.g. procedures, job aides and guides)
Work on small to medium-scale department projects that have a direct impact on the company - including project strategy, planning, meetings, status, documentation and delivery
Working with Operations leaders and stakeholders in delivering platform updates and enhancements
Assist with coordination of Operations testing and performing testing in support of initiatives or fixes
Forge relationships with key stakeholders to ensure delivery of commitments
Identify ways to improve and streamline business process
Utilize communication and partnership skills which are essential for interacting with key stakeholders across all levels to manage, inform, and influence outcomes
Demonstrate organizational agility to adapt to changing demands