Senior Associate, Process Manager (Hybrid)

Overview

Senior Associate, Process Manager (Hybrid)

Capital One, a Fortune 500 company and one of the nation’s top 10 banks, is one of the largest, most analytically sophisticated Financial Services providers in the world. We offer a broad spectrum of financial products and services to consumers, small businesses and commercial clients.

Our Team’s purpose is to ensure the core activities within the Branch and Café frontline operations run smoothly and effectively. We do this through our ongoing oversight and guidance of the Manage Branch and Café Operations L2, ensuring we continuously improve our processes to increase efficiency and effectiveness, and provide support for tests/exams and issue management.

As a Sr. Associate Process Manager within Team LEAD, you will have the opportunity to:

• Stand up and maintain a sound framework designed to identify and mitigate process risk 

• Drive control efficiency improvements through proactive assessments, trend monitoring, and root cause analysis

• Collect, analyze and measure process data, to drive improved decision making practices and procedures; review data for trends and gaps in the process that may require additional review.

• Develop process documentation including RACI, process maps, change control procedures, and escalation paths to ensure we have strong business continuity and oversight of critical processes

• Support information requests, response reviews and remediation for audits/exams

• Create, track and share progress updates regularly with senior leaders and key stakeholders

• Collaborate effectively across back office teams (e.g. Risk Office, Compliance, Legal, Bank Operations, etc.) to ensure frontline risks are managed effectively and can be executed with simplicity

• Serve as the voice of frontline teams and influence outcomes with intent partners that deliver favorable experiences for our customers and associates

• Collaborate with teammates on larger initiatives and participate on cross-functional project teams and provide input for process improvement initiatives

• Effectively communicate updates, create stories and deliver presentations for internal customers as well as leadership

• Utilize the 5 stages of project management to drive change to our frontline processes in a thoughtful, measured, and well-managed manner

• Drive cross-functional projects based on defined priorities which includes defining scope, meeting deliverables and timelines, documenting risks/issues and mitigating/escalating impediments as needed

• Cultivate a culture that is adaptive, inclusive and focused on associate growth and development that embraces our changing environment.

An ideal candidate will be/possess: 

• Excitement for research and problem solving, ultimately leading to the development of process enhancements

• Passionate about delivering a great experience for our external customers while fostering great relationships within Capital One

• Proven experience in project management, process management and/or data analysis, with an understanding of value of customer experience and safety within the retail space

• Analytical skills and the ability to interpret data to identify trends and patterns

• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams

• Detail-oriented and highly organized, with the ability to manage multiple tasks simultaneously

• Strong technical skills using google suite (i.e. sheets, slides, docs), zoom, and tableau

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 1 year of experience using JIRA and Confluence

• At least 1 year of experience experience in root cause analysis

• At least 2 years of experience in process management, risk management, or project management

• At least 2 years of experience using Microsoft Office or Google Suite

Preferred Qualifications: 

• Bachelor's Degree or military experience

• BPM, PMP, CAPM, Lean, Agile, or Six Sigma Certification

• 3+ years of experience in audit, controls testing, or risk management

• 3+ years of experience in process management

• 2+ years of retail bank experience

• 3+ years of experience with data management and reporting

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $86,300 - $98,400 for Sr. Process Manager

Richmond, VA: $78,400 - $89,500 for Sr. Process Manager

Wilmington, DE: $78,400 - $89,500 for Sr. Process Manager

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

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 theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).