Manager, Process Management - Recoveries (Hybrid)

Capital One • Richmond, VA

7d • $122,100 - $153,300 • Hybrid

About The Position

As a Process Manager in US Card - Customer Resiliency, you will be part of a talented team responsible for executing and monitoring business processes that help some of our most vulnerable customers recover from difficult circumstances and resolve outstanding debt. Customer Resiliency constitutes a vital business area within the US Card division at Capital One. Our mission is to partner with customers experiencing financial distress. We are engaged in a transformative journey to construct affordable solutions that empower customers to resolve debt and re-establish credit, to forge multi-channel experiences that are accessible and rewarding, and to ensure the delivery of the optimal solution and experience to the appropriate individual at the precise moment through advanced models and technology. We require a disciplined, high-performing process professional who is a rapid learner and possesses the capacity for autonomous work and effective management of multiple tasks. The successful candidate will demonstrate excellent teamwork, communication, organizational, and research skills, meticulous attention to detail, and the ability to rapidly adapt to change. The Process Manager will also provide essential operations management across the following domains: finance, risk management, communications management, project management, process controls and improvements, and organizational effectiveness and change management. The ability to exert upward influence is paramount to success in this position. This represents an exceptional opportunity to advance one's career in the field of Process Management.

Requirements

• High School Diploma, GED or equivalent certification
• At least 3 years of experience in Process Management, Project Management or Risk Management
• At least 2 years of experience leading technology delivery processes
• At least 2 years of experience designing, building and managing internal business processes
• At least 2 years of experience in technology controls or auditing
• At least 2 years of experience working in Microsoft Office or Google Suite

Nice To Haves

• Bachelor’s Degree or Military experience
• 4+ years of experience in Process Management, Project Management or Risk Management
• 3+ years of Financial Services experience
• 1+ years of experience with SQL
• PMP, Lean, Agile or Six Sigma certification

Responsibilities

• Process Execution and Issue Resolution: Ensuring processes are implemented as designed, executing necessary recovery actions, resolving emergent issues, and escalating critical problems when appropriate.
• Data Analysis and Improvement: Collecting and analyzing data to evaluate the efficacy of current business processes, proposing enhancements, and developing/maintaining formal process documentation.
• Communication and Support: Providing internal customer support and communicating updates on both new and established processes to internal clients and leadership.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees