Manager, Access and Incident Management (Hybrid)

Manager, Access and Incident Management (Hybrid)

As a Manager, Process Manager at Capital One, you will be part of a smart, talented team responsible for access and incident management, governance and strategy for Customer Protection, the Retail Bank Fraud Management group. You'll team with world-class professionals to develop and own access governance, profile management strategy, BAU maintenance and management and more. All in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation.

We are seeking dedicated, disciplined, process professionals and analysts 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 and Staffing Analytics.

Specific responsibilities include, but are not limited to:

• Manage and lead a high performing team of associates in a virtual evolving environment that drives engagement, empowerment and inclusion
• Day to day oversight of multiple department processes to support LOB area: monitor, report, and plan process improvement or redesign initiatives
• Initiating and executing process improvements and leveraging other team members when appropriate, ensuring consistency and well managed practices across CP
• Prioritize new and changing intent to meet the needs of our process, teams and customers
• Understand the fundamentals of forecasting volumes
• Gain knowledge of business drivers through client partnership so that adjustments can be made to staffing models as variables in our staffing models change
• Partner with external departments on business changes that will affect staffing and/or call routing strategies
• Partner with forecasting stakeholders to create short term and long term staffing models to estimate department capacity needs
• Extract data from both our Workforce Management system and Amazon Connect Data (ACD) to establish day of week and time of day shrinkage patterns
• Build customized models that explain the relationship between occupancy and service levels
• Manage project plans so that resources are adequately allocated to support upcoming projects and deadlines are met
• Demonstrate expert level skills in Excel/Google Sheets; specifically at manipulating large data sets
• Extensive experience with call center metrics a plus

Location: West Creek 5 (Richmond, VA) or Center 2 (McLean, VA) or 802 Delaware Ave (Wilmington, DE) - 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 2 years of people management experience
• At least 2 years of Project Management or Process Management experience
• At least 2 years of experience using Google Suite or Microsoft Office products

Preferred Qualifications

• Bachelor's Degree or Military Experience
• At least 2 years of access management or incident management experience
• At least 1 year of experience leveraging AI prompting to drive process efficiency
• At least 3 years of people management experience
• At least 2 years of experience writing communications and presentations for leadership and non-leadership audiences

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: $134,400 - $153,300 for Manager, Process Management

Richmond, VA: $122,100 - $139,400 for Manager, Process Management

Wilmington, DE: $122,100 - $139,400 for Manager, Process Management

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 the Capital 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.

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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).