Principal Associate Process Manager- Work From Home

As a Principal Process Manager at Capital One, you will be part of a smart, talented team responsible for creating and enhancing processes that deliver excellence to your customer each time. The Process Manager Associate will play a key role in delivering processes that impact the company’s bottom line. In this position you will contribute immediately while strengthening your process management best practices.

We are seeking dedicated, disciplined, process professionals who excel in a team environment. This person will have excellent communication skills, attention to detail, and can adapt to change quickly. The ability to influence up is key to success in this position. This is an excellent opportunity to continue your career in the field of Process Management. 

This person will need to monitor, report, and plan process improvement or redesign initiatives, manage formal process documents and make recommendations on changes.  As a part of the Servicing Strategy team for Fraud and Disputes Operations, you will have the opportunity to work with internal and external operations groups, Product/Tech partners, and cross functional support teams.  You will do this in a collaborative environment that values your insight, encourages you to take on new responsibilities, promotes strategic thinking, and supports continuous learning and growth. 

General Responsibilities:

• Day to day oversight of multiple processes: monitor, report, and plan system improvements or redesign initiatives; define, establish, and manage process controls; identify process improvement opportunities and implement them through collaboration with other groups such as the Risk office, Product/Tech, Intent Servicing Strategy and management; make final recommendations for approval on changes. 

• Resolve complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes; escalate breakdowns in the process by asking the right questions and identify/involve the right stakeholders to correct breakdowns. 

• Leading and owning oversight of process improvement work and collaborating with teammates on larger initiatives 

• Collecting data and information and using analytics and reporting to provide transparency to senior leadership and executives 

• Identify and implement process improvements driving issue resolution/risk mitigation activities 

• Tracking and resolving process breakdowns 

• Understanding customers’ needs of the process and driving process improvements 

• Developing and maintaining formal process documentation including procedures and process flow diagrams 

• Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions 

• May lead a team and/or direct others on projects 

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 2 years of experience in Fraud Detection, Recoveries and Disputes Operations  

• At least 2 years of experience with Microsoft Office and Google Suite

• At least 1 year of experience in Jira and Confluence

• At least 2 year of experience in Process Management

• At least 1 year of experience using data to create a visual representation of proposed solutions when presenting to stakeholders

• At least 2 years of experience in a People Leader Role

Preferred Qualifications:

• Experience facilitating agent focus groups to collect insights on new technology and experiences 

• Experience working with training and access management  

• Bachelor’s Degree or military experience

• At least 1 year of experience in Compliance or Risk Management  

• At least 3 years of experience in Process Management 

• At least 3 years of Card Operations experience  

• Strong subject matter expertise in Fraud and Dispute claims

• Experience developing business procedures and recommendations

• Experience in Jira and Confluence

• Lean, Agile, Six Sigma, BPM, or Project Management certification

Work from Home Technology Requirements

• 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.

Work from Home Location Requirements

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. 

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.