Manager, Access and Incident Management (Hybrid)

Capital One • McLean, VA

7d • $122,100 - $153,300 • Hybrid

About The Position

As a Manager, Process Manager at Capital One, you will be part of a smart, talented team responsible for access and incident management, governance and strategy for Customer Protection, the Retail Bank Fraud Management group. You’ll team with world-class professionals to develop and own access governance, profile management strategy, BAU maintenance and management and more. All in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation. We are seeking dedicated, disciplined, process professionals and analysts who excel in a team environment. This person will have excellent communication skills, attention to detail, and can adapt to change quickly. The ability to influence up is key to success in this position. This is an excellent opportunity to continue your career in the field of Process Management and Staffing Analytics.

Requirements

• High School Diploma, GED, or equivalent certification
• At least 2 years of people management experience
• At least 2 years of Project Management or Process Management experience
• At least 2 years of experience using Google Suite or Microsoft Office products

Nice To Haves

• Bachelor's Degree or Military Experience
• At least 2 years of access management or incident management experience
• At least 1 year of experience leveraging AI prompting to drive process efficiency
• At least 3 years of people management experience
• At least 2 years of experience writing communications and presentations for leadership and non-leadership audiences

Responsibilities

• Manage and lead a high performing team of associates in a virtual evolving environment that drives engagement, empowerment and inclusion
• Day to day oversight of multiple department processes to support LOB area: monitor, report, and plan process improvement or redesign initiatives
• Initiating and executing process improvements and leveraging other team members when appropriate, ensuring consistency and well managed practices across CP
• Prioritize new and changing intent to meet the needs of our process, teams and customers
• Understand the fundamentals of forecasting volumes
• Gain knowledge of business drivers through client partnership so that adjustments can be made to staffing models as variables in our staffing models change
• Partner with external departments on business changes that will affect staffing and/or call routing strategies
• Partner with forecasting stakeholders to create short term and long term staffing models to estimate department capacity needs
• Extract data from both our Workforce Management system and Amazon Connect Data (ACD) to establish day of week and time of day shrinkage patterns
• Build customized models that explain the relationship between occupancy and service levels
• Manage project plans so that resources are adequately allocated to support upcoming projects and deadlines are met

Benefits

• Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
• Eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED