Extended Ops Management - Principal Process Manager

Capital One • Plano, TX

4d • Hybrid

About The Position

Capital One is seeking a highly organized Principal Associate to serve as an Engagement Manager for multiple process areas within Extended Operations and own and deliver objectives and key results (OKRs). The role oversees offshored processes, drives continuous improvement, and provides project management support. It partners with Commercial and Enterprise teams to maintain process stability, execute expansion efforts, and manage offshore vendors or captive operations and associated risks.

The Engagement Manager partners with onshore stakeholders to manage offshore performance, training, and ongoing support; maintains knowledge of contractual Statements of Work; and handles escalations, vendor transitions, change management, and technology changes. The position monitors process performance and utilization, supports root-cause analysis, and presents offshore performance insights to leadership through monthly business reviews. It also defines well-managed routines, addresses process issues, oversees projects and status reporting, and coordinates milestones, risks, and mitigations with program leads and senior leaders.

The role supports onboarding and offboarding, access management, and mandatory training for non-associate talent, and serves as a strategic talent partner to match offshore roles with talent. This is a hybrid position requiring adherence to Capital One’s hybrid policy for on-site presence at the designated office. The role is eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

Requirements

• Bachelor’s degree or military experience.
• At least 2 years of Commercial Banking experience.

Nice To Haves

• 2+ years of experience in Supplier Management.
• 2+ years of experience with Process or Project Management.
• 3+ years of experience with Commercial Credit and Treasury Management Products, Commercial Operations processes, or Commercial Underwriting & Portfolio Management.
• 1+ years of experience with change management.
• 1+ years of experience with G Suite applications.

Responsibilities

• Serve as Engagement Manager for multiple offshore process areas, partnering with onshore stakeholders on offshore performance management, training, and ongoing support.
• Take accountability for offshore utilization, enablement, and delivery in assigned areas.
• Maintain knowledge and application of contractual Statements of Work with vendors.
• Handle escalations, support new vendor transitions, and manage change management and technology changes or advancements related to offshore partners.
• Monitor utilization rates and process performance, work with the business to validate resource needs, and support root-cause analysis of issues.
• Provide leadership with insights on offshore performance through Monthly Business Reviews against contractual benchmarks.
• Develop and present project materials to leadership and stakeholders.
• Provide process and project management support and drive process improvements across assigned offshore areas.
• Define well-managed routines for process areas, solve process issues, and elevate issues as needed.
• Gather onshore feedback about offshore performance to drive continuous improvement.
• Oversee assigned offshore and team-related projects, including status reporting, milestones, risks, and mitigation efforts.
• Participate in touchpoints and provide workstream status updates to senior leaders in partnership with the program lead.
• Manage new-hire onboarding and offboarding, access management, and mandatory training completion for non-associate talent.
• Serve as a strategic talent partner to onshore and offshore teams to match offshore roles to talent.

Benefits

• Comprehensive health, financial, and other benefits supporting total well-being.
• Eligibility for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal