Principal Associate, Process Manager - Customer Resiliency, Recoveries Team (Hybrid)

Capital One • Richmond, VA

2d • Hybrid

About The Position

Principal Associate, Process Manager - Customer Resiliency, Recoveries Team (Hybrid) If you thrive in understanding how things work, making them better, solving complex problems and having an impact on our business and customers, join our Customer Resiliency, Recoveries Process Management team. As a Process Manager within Capital One, you will work with extended teams across the organization to manage and improve your processes, meet our commitments, and continuously improve. Process Managers thrive in understanding how things work – that means designing business processes, understanding and mitigating business risks, and ensuring we have the right controls in place – and then making them better. Here’s What You’ll Need To Be Successful: “Good enough” is not in your vocabulary! A passion for problem solving with the ability to lean into challenges Curiosity driven, self-starter, accountable and life long learner Solid organizational skills including attention to detail Ability to ask probing questions to fully understand initiative impacts and design solutions in line with top of house strategy Outstanding collaboration and communication skills, capable of interacting and influencing stakeholders at all levels Looking forward to having a direct impact and showing us your Process Management skills? Here are some of the awesome things you will be responsible for:

Requirements

• High School Diploma, GED or equivalent certification
• At least 3 years of Project Management or Process Management experience

Nice To Haves

• Bachelor’s Degree or Military experience
• 2+ years of Risk Management, Compliance or Risk Controls experience
• 2+ years of experience in Structured Query Language (SQL) or Tableau
• 2+ years of experience with data management, reporting and analytics
• 1+ years of experience using Lean & Six Sigma tools and methodology
• 1+ years of experience working with Technology and Data teams, including tracking data and reporting on key performance indicators
• BPM, Lean, Agile or Six Sigma certification

Responsibilities

• Leading and owning oversight of process improvement work and collaborating with teammates on larger initiatives
• 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
• Collecting data and information and using analytics and reporting to provide transparency to senior leadership and executives

What This Job Offers

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