Work at Home - Decision Quality and Controls, Principal Process Manager

Capital One•Richmond, VA

1d•Remote

About The Position

Decision Quality and Controls is the face of Monitoring and Controls for Customer Protection. We take Quality monitoring to the next level by designing controls that are criteria based targeting key failure modes and testable meeting Enterprise Standards. We are looking for a process engineer with expertise in Data and Reporting that will fast track us into automation. In this role you will partner with key stakeholders across Retail Bank Fraud to automate and enhance dashboards, processes and reporting and craft compelling stories backed by data. What We’re Looking For In This Role: Drive forward strategy for execution of controls support including process assessments and enhancements, make recommendations and influence change Leads, influences, and mentors associates within a dotted line team through large and/or complex process or projects with significant impact, delegating and collaborating as appropriate that span across the function and requires cross functional influence to drive impact across job families, function, and/or business partners Possesses advanced knowledge of SQL, Teamsites and Tableau with the ability to build moderate to complex dashboards Responsible for making strategic improvements of processes or initiatives to enhance performance of job area and often works cross functional to provide strategic impact across broader organization Makes analytical assumptions independently and obtains the appropriate level of approvals Sets strategic direction for own job area to meet the overall team objectives while partnering with peers to set consistency across the director-level in order to have significant and long lasting impact on department results. Presents data driven presentations of medium complexity inside and outside of immediate team, autonomously influencing parties within and outside of job area Apply leadership skills such as communication and change management to help drive key priorities like technology changes and continuous improvement Analyze information to proactively identify risk, trends, and process improvements while reporting on risk topics to Sr Leadership Advise and consult with teams to help develop well designed products, practices and processes Consult and knowledge share with leaders to help build control subject matter experts Thoughtfully innovate by pushing the boundaries of how we do things, elevating the team by challenging current processes and articulating a point-of-view to drive change. Demonstrate sound judgment by independently considering and prioritizing urgent versus important work and making the right trade-offs to protect bandwidth and drive key results. Structure and solve medium-to-high complexity, open-ended problems, applying a structured analytical approach even when information isn’t perfect. An Ideal Candidate Will: Proactively bring stakeholders in and along the journey of projects/Business status Communicates effectively up and down the stakeholder spectrum (local team members to SLT audiences) Works with stakeholders to understand customer’s needs and components required through regular engagement and works to achieve them with light guidance from manager Develops strong network of partners within Retail Bank and builds effective relationships Leads outward beyond immediate team and account for others priorities when driving work Influences the outcome of projects and efforts through SME knowledge, etc, not only delivering results but impacting outcome Successfully executes core work as part of a collaborative team in highly complex work assignments Understands business context to connect own work to broader organization work and begins to incorporate that into prioritization decisions Exhibits fungibility through multiple roles or team chances Escalates appropriately with thoughtful and creative recommendations on how to proceed Handles change in an effective manner Owns and effectively manages multiple pod lane priorities or objectives end to end with limited guidance and escalates appropriately Proactively adapts and re-prioritizes workload in response to needed trade-offs or additional/changing business context Demonstrates ability to independently tackle larger deliverables by building out an analysis/project plan and driving progress toward completion Deals effectively with ambiguous situations and provides a sense of clarity for the group to drive to a solution Proactively anticipates issues and resolves them or presents options to address them

Requirements

High School Diploma, GED, or equivalent Certification
At least 2 years of stakeholder management experience
At least 2 years of Risk and Controls experience
At least 2 years of data reporting experience
At least 1 year of SQL experience
At least 1 year of experience building views in Tableau
At least 2 years of experience using Google Slides
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
To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met
Capital One reserves the right to request proof of internet provider, speed and service package from the associate.
Requirements are subject to change, as new systems and technology is delivered.
Capital One reserves the right to modify internet service requirements with sixty (60) days notice.
Internet Service Provider specs can change by provider and location within the US.
If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
This role is 100% work from home.
We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories.
Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

Nice To Haves

Bachelor's Degree or Military Experience
At least 3 years of stakeholder management experience
At least 3 years of experience in Change Management or Process Improvement

Responsibilities

Drive forward strategy for execution of controls support including process assessments and enhancements, make recommendations and influence change
Leads, influences, and mentors associates within a dotted line team through large and/or complex process or projects with significant impact, delegating and collaborating as appropriate that span across the function and requires cross functional influence to drive impact across job families, function, and/or business partners
Possesses advanced knowledge of SQL, Teamsites and Tableau with the ability to build moderate to complex dashboards
Responsible for making strategic improvements of processes or initiatives to enhance performance of job area and often works cross functional to provide strategic impact across broader organization
Makes analytical assumptions independently and obtains the appropriate level of approvals
Sets strategic direction for own job area to meet the overall team objectives while partnering with peers to set consistency across the director-level in order to have significant and long lasting impact on department results.
Presents data driven presentations of medium complexity inside and outside of immediate team, autonomously influencing parties within and outside of job area
Apply leadership skills such as communication and change management to help drive key priorities like technology changes and continuous improvement
Analyze information to proactively identify risk, trends, and process improvements while reporting on risk topics to Sr Leadership
Advise and consult with teams to help develop well designed products, practices and processes
Consult and knowledge share with leaders to help build control subject matter experts
Thoughtfully innovate by pushing the boundaries of how we do things, elevating the team by challenging current processes and articulating a point-of-view to drive change.
Demonstrate sound judgment by independently considering and prioritizing urgent versus important work and making the right trade-offs to protect bandwidth and drive key results.
Structure and solve medium-to-high complexity, open-ended problems, applying a structured analytical approach even when information isn’t perfect.
Proactively bring stakeholders in and along the journey of projects/Business status
Communicates effectively up and down the stakeholder spectrum (local team members to SLT audiences)
Works with stakeholders to understand customer’s needs and components required through regular engagement and works to achieve them with light guidance from manager
Develops strong network of partners within Retail Bank and builds effective relationships
Leads outward beyond immediate team and account for others priorities when driving work
Influences the outcome of projects and efforts through SME knowledge, etc, not only delivering results but impacting outcome
Successfully executes core work as part of a collaborative team in highly complex work assignments
Understands business context to connect own work to broader organization work and begins to incorporate that into prioritization decisions
Exhibits fungibility through multiple roles or team chances
Escalates appropriately with thoughtful and creative recommendations on how to proceed
Handles change in an effective manner
Owns and effectively manages multiple pod lane priorities or objectives end to end with limited guidance and escalates appropriately
Proactively adapts and re-prioritizes workload in response to needed trade-offs or additional/changing business context
Demonstrates ability to independently tackle larger deliverables by building out an analysis/project plan and driving progress toward completion
Deals effectively with ambiguous situations and provides a sense of clarity for the group to drive to a solution
Proactively anticipates issues and resolves them or presents options to address them

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.
Learn more at the Capital One Careers website.
Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume