Work From Home - Principal Associate, Process Management, Card Customer Channels

Overview

Work From Home - Principal Associate, Process Management, Card Customer Channels

Process Managers thrive in understanding how things work – that means mapping out business processes, understanding and mitigating business risks and ensuring we have the right controls in place – and then making them better.  As a Principal Associate, Process Management, 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 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 a highly motivated, disciplined process professional who excels 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. 

The successful candidate will excel in a team environment, have a continuous improvement mindset, and adapt quickly to change.  Additionally, excellent organization, influence, communication, and problem solving skills will be critical to success in the role.  

General Responsibilities

• Ensure efficient processes for collaboration between product and operations teams throughout the product development life cycle

• Influence feature designs by being the voice of call center agents to ensure feature designs are developed working backward from phone agent and customer needs

• Play a key role in implementing new features in our call center servicing application by ensuring good change management and a “soft landing” for changes

• Make recommendations on the process and oversee implementation of call center agent testing of new features 

• Report results on implementation effectiveness/ progress and agent feedback on new features

• 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 

• 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 

• Assess unsolicited innovation ideas and partner with internal stakeholders to prioritize further investigation, testing, or implementation

• Effectively explain and advocate for enhancements with an audience of product, intent or process partners and other stakeholders

• Leverage insights and other data to identify potential areas of opportunity that could be solved or improved through innovative thinking or tools

• Build relationships and collaborate with key stakeholders to understand and influence visions and roadmaps, understand processes, and drive results

An Ideal Candidate Will Possess

• Excellent communication, collaboration, and influencing skills

• Strong problem-solving skills, with ability to develop and apply sound logic

• Assertive, proactive, and results-focused

• Detail-oriented with the ability to deliver timely, error-free work, with a high degree of independence

• Ability to contribute actively in a team environment and support team goals 

• Considerate and encouraging of unique perspectives and approaches to work

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. 

Basic Qualifications

• High School Diploma, GED, or equivalent certification 

• At least 2 years of Project or Process Management experience

• At least 1 year of experience using Google Suite or Microsoft Office 

Preferred Qualifications

• Bachelor’s Degree or military experience 

• At least 1 year of experience in Call Center or Contact Center Operations

• At least 3 years of experience in Agile, Process Management, Program Management, or Project Management

• At least 3 years of experience implementing software or technology

• Lean, Agile, Six Sigma, Business Process Management, or Project Management certification  

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.

Remote (Regardless of Location): $93,400 - $106,600 for Principal Process Manager

Richmond, VA: $93,400 - $106,600 for Principal 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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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

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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).