Extended Ops Management - Principal Process Manager

Capital One • McLean, VA

5d • $98,900 - $124,300 • Hybrid

About The Position

Capital One is seeking an engaged and highly organized Principal Associate to serve as an Engagement Manager for multiple process areas within Extended Operations and own and deliver OKRs in this space. The role oversees offshored processes, drives continuous improvement, and provides project management support. The Engagement Manager partners with Commercial and Enterprise teams to manage process stability, execute expansion efforts, and ensure effective vendor and captive management of offshored processes and associated risk.

The role includes partnering with onshore stakeholders to manage offshore performance, training, and ongoing support; taking accountability for offshore utilization, enablement, and delivery; and maintaining knowledge of contractual Statements of Work. It also involves handling escalations, supporting vendor transitions, and managing change and technology advancements related to offshore partners.

The Principal Process Manager monitors process performance and utilization, supports root-cause analysis, and provides leadership with insights through Monthly Business Reviews against contractual benchmarks. The role defines well-managed routines, resolves and escalates process issues, drives continuous improvement, oversees assigned projects and status reporting, and tracks milestones, risks, and mitigations. It also supports onboarding and offboarding, access management, mandatory training, and strategic talent matching between onshore and offshore teams.

This is a hybrid position. The employee is expected to follow Capital One’s hybrid policy for required onsite presence at their designated office location.

Requirements

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

Nice To Haves

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

Responsibilities

• Serve as the 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 of and apply 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 process performance and data collection, track utilization rates, and work with the business to validate resource needs.
• Support onshore stakeholders with analysis and root-cause identification for process issues.
• Provide leadership insights on offshore performance through Monthly Business Reviews against contractual benchmarks, and develop and present project materials to leaders and stakeholders.
• Provide process and project management support and drive improvements across assigned offshore areas.
• Define well-managed routines for process areas, problem-solve process issues, and elevate issues as needed.
• Obtain onshore feedback about offshore performance and use it to drive continuous improvement.
• Oversee assigned offshore and team-related projects, own status reporting, and drive milestones, risk identification, and mitigation efforts.
• Participate in touchpoints and provide senior leaders with workstream status updates in partnership with the program lead.
• Manage new-hire onboarding and offboarding, access management, and mandatory training completion.
• Serve as a strategic talent partner to onshore and offshore teams to match offshore roles to talent.

Benefits

• Comprehensive, competitive, and inclusive health, financial, and other benefits supporting total well-being.
• Eligibility to earn 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