Principal Associate, Small Business Bank Credit Operations

Capital One•McLean, VA

About The Position

Principal Associate, Small Business Bank Credit Operations The Principal Associate will play a critical role in supporting the Small Business Banking (SBB) leading a team of associates for the loan Closing process. This people leader will be responsible for managing a wide range of essential processes, compliance activities, and team support functions to ensure smooth, accurate, and timely loan fulfillment and process adherence. The ideal candidate is a highly organized, detail-oriented people & process leader with a background in lending operations. Key Responsibilities: Process Management Maintain process documentation & job aids for the SBB Closing processes to ensure a continuous "Well Managed" state and audit readiness. Create and leverage effective process monitoring; manage team “work in progress” and throughput with daily workflow tracking; leverage data to support associates, resolve impediments and ensure timely, accurate and compliant delivery. Drive operational excellence by monitoring process health, contributing to the planning of redesign initiatives to eliminate friction, and identifying ways to improve and streamline processes within Closing. Develop & maintain expert knowledge of lending processes (loan documentation, collateral perfection, etc.), banking laws, and regulations related to loan disclosures and requirements, and support quality assurance activities. People Leadership Coach and mentor a team of associates, providing consistent feedback, professional development opportunities, and career pathing guidance via team meetings, 10/10s and development check ins to ensure a high-performing and engaged team. Lead the talent & performance management process for direct reports, including setting clear objectives, conducting semi-annual talent conversation and performance reviews, and managing compensation conversations. Foster an inclusive team culture that aligns with Capital One’s core values, ensuring every associate feels empowered to contribute their best work. Operational Excellence Manage staffing & workflow assignments for direct reports to ensure adequate and timely coverage of the Closing process. Leverage metrics and dashboards to monitor performance, identify trends, and drive data-informed decisions. Create and manage monthly production metrics; leverage scorecards and dashboards to evaluate associate performance and drive coaching. Manage the SBB new money lending mailbox, ensuring all inbound requests are completed and/or assigned appropriately. Serve as a primary leader for real-time escalations, leveraging data and sound judgment to make critical decisions; act as a liaison between the Closing team, Credit Operations peer teams (Underwriting, QA/QC, Booking & Funding, etc.) and SBB partner teams (risk, compliance, legal, etc.). You’ll thrive in this role with: Strong Leadership: You will influence, challenge and enable associates and leaders to solve complex problems, determine solutions, and lead through changes. Communication: You will be communicating and partnering with your team and key stakeholders across all levels of the company. Excellent verbal and written communication will be critical to your day to day work life. Risk Management: At Capital One, every associate has the responsibility of risk management. In this role you and your teams will be responsible for running a well-managed horizontal operation that is perpetually audit ready. Intellectual Curiosity: You will need to ask “why”, explore underlying issues, and create unique solutions to challenges. You should find motivation in understanding why problems exist and how to solve them in a fast paced, live operational environment. Judgement: You will exercise sound, independent judgment to prioritize issues, make critical operational decisions, and determine the appropriate course of action, ensuring compliance and business continuity in a complex, fast-paced environment.

Requirements

High school diploma, GED, or equivalent certification)
At least 3 years of experience in process management, process improvement, or quality assurance
At least 3 years of people leadership experience
At least 2 years of experience in loan administration and documentation
At least 1 year of experience with Microsoft Office or Google Suite
Strong Leadership: You will influence, challenge and enable associates and leaders to solve complex problems, determine solutions, and lead through changes.
Communication: You will be communicating and partnering with your team and key stakeholders across all levels of the company. Excellent verbal and written communication will be critical to your day to day work life.
Risk Management: At Capital One, every associate has the responsibility of risk management. In this role you and your teams will be responsible for running a well-managed horizontal operation that is perpetually audit ready.
Intellectual Curiosity: You will need to ask “why”, explore underlying issues, and create unique solutions to challenges. You should find motivation in understanding why problems exist and how to solve them in a fast paced, live operational environment.
Judgement: You will exercise sound, independent judgment to prioritize issues, make critical operational decisions, and determine the appropriate course of action, ensuring compliance and business continuity in a complex, fast-paced environment.

Nice To Haves

Bachelor’s degree
5+ years of people leadership experience
3+ years of experience in Lending Operations
2+ years customer service experience in a consumer, small business, mortgage, or commercial lending support role
Lean, Agile, Six Sigma, Business Process Management, or Project Management certification
Ability to manage multiple priorities in a fast-paced environment

Responsibilities

Maintain process documentation & job aids for the SBB Closing processes to ensure a continuous "Well Managed" state and audit readiness.
Create and leverage effective process monitoring; manage team “work in progress” and throughput with daily workflow tracking; leverage data to support associates, resolve impediments and ensure timely, accurate and compliant delivery.
Drive operational excellence by monitoring process health, contributing to the planning of redesign initiatives to eliminate friction, and identifying ways to improve and streamline processes within Closing.
Develop & maintain expert knowledge of lending processes (loan documentation, collateral perfection, etc.), banking laws, and regulations related to loan disclosures and requirements, and support quality assurance activities.
Coach and mentor a team of associates, providing consistent feedback, professional development opportunities, and career pathing guidance via team meetings, 10/10s and development check ins to ensure a high-performing and engaged team.
Lead the talent & performance management process for direct reports, including setting clear objectives, conducting semi-annual talent conversation and performance reviews, and managing compensation conversations.
Foster an inclusive team culture that aligns with Capital One’s core values, ensuring every associate feels empowered to contribute their best work.
Manage staffing & workflow assignments for direct reports to ensure adequate and timely coverage of the Closing process.
Leverage metrics and dashboards to monitor performance, identify trends, and drive data-informed decisions.
Create and manage monthly production metrics; leverage scorecards and dashboards to evaluate associate performance and drive coaching.
Manage the SBB new money lending mailbox, ensuring all inbound requests are completed and/or assigned appropriately.
Serve as a primary leader for real-time escalations, leveraging data and sound judgment to make critical decisions; act as a liaison between the Closing team, Credit Operations peer teams (Underwriting, QA/QC, Booking & Funding, etc.) and SBB partner teams (risk, compliance, legal, etc.).