Principal Associate, Process Manager - U.S. Card Customer Resiliency

Capital One • Richmond, VA

15d

About The Position

Principal Associate, Process Manager - U.S. Card Customer Resiliency Do you find energy from understanding how things work and making them better? If you thrive on connecting the dots to solve complex problems and are passionate about driving impact for the business and our customers, you could be a great fit for our Process Management Team! We are seeking a dedicated, and disciplined, process professional who excels in a team environment to join our Customer Resiliency team. As a Principal Associate Process Manager on the Collections Process Management team, you will be part of a smart, talented team responsible for creating and enhancing processes that deliver excellence to your customer each and every time. This is an exciting opportunity and time to advance your career during a dynamic period of system transformation and organizational change, contributing to processes that deliver consistent excellence and the best experience for our most vulnerable customers. Do these statements describe you? You’re a self-starter driven by curiosity and unafraid to ask questions to fully understand initiative impacts and design solutions in line with top of house strategy. You have a passion for problem-solving and love to geek out on root-cause analysis , using your sharp eye for detail to find the true triggers for problems. Your ideal work style includes embracing a growth mindset as you solve new challenges every day, taking joy from the learning process. You thrive in places where you get to identify and drive high value work as you skillfully find the right problem to solve as our business evolves. You get excited about harnessing the power of data and analytics to solve problems while making connections that make work easier to get right. Still reading? Great! Maybe this job + your passion + your skills = a perfect match!

Requirements

• Bachelor’s Degree or military experience
• At least 3 years of Process or Project Management experience
• At least 2 years of experience with Google Sheets for research and analysis, process tracking, including use of formulas and data reconciliation.

Nice To Haves

• Lean, Agile, Six Sigma or Project Management certification
• Business Process Management (BPM) certified
• 1+ years of experience in Compliance or Risk Management
• Experience in SQL or data visualization (e.g. Tableau)
• Experience or familiarity with Collections or Recoveries

Responsibilities

• Develop, maintain, and streamline process documentation (including procedures and flow diagrams) and drive continuous process improvements.
• Understand customer needs and drive process improvements based on those needs.
• Conduct root cause analysis and perform quality assurance checks to ensure accuracy in the fulfillment of products and services to our customers.
• Track, problem-solve, and resolve process breakdowns.
• Navigate between day-to-day work and transformative project work in a fast-paced environment.
• Serve as a process subject matter expert to internal and external teams.
• Effectively collaborate with Product and Intent partners to deliver an end-to-end value chain.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Number of Employees: 5,001-10,000 employees