Principal Associate - Process Management (Work From Home)

Capital One•Chesapeake, VA

18h•Remote

About The Position

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).

Requirements

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

Nice To Haves

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

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