Principal Associate, Issue & Event Management Lead | Premium Products & Shopping Risk

Principal Associate, Issue & Event Management Lead | Retail Bank Risk

At Capital One, we're on a mission to Change Banking for Good. All across the company, technology is powering breakout innovation, scalable risk management, increased efficiency, and award winning products, and our passionate and committed associates are at the heart of all of it.

We're looking for a go-getter to lead risk event and issue management for two fast growing areas within Capital One: Premium Products & Experiences and Capital One Shopping. You will guide our business partners through the process of scoping breakdowns, registering breakdowns in our proprietary system of record, ensuring timely containment and recovery activities, and supporting root cause analysis. This is a fast-paced environment, and we need someone interested in driving sustainable solutions and ensuring well-managed process excellence. If you are a natural problem solver with a passion for organization and an intrinsic drive to own the outcome and "get it done," we need you!

Specific responsibilities include, but are not limited to:

• Manage the Event and Issue lifecycle, including timely scoping of breakdowns and record creation in our system of record (Fuse), using established processes and standards
• Partner with Risk Advisors and Legal and Compliance partners to understand risk exposure from breakdowns to provide guidance and recommendations to the business on customer recovery, containment, and remediation
• Guide business partners through root cause analysis to ensure breakdowns are fully understood and to influence sustainable containment activities to prevent similar future breakdowns
• Coordinate, influence, and negotiate priorities with partner dependencies to ensure event goals/timelines are met, escalating when appropriate
• Assist with research and problem-solving as needed to support risk advisors and business partners
• Participate in LOB and Enterprise risk forums and contribute to continuous improvement of risk management practices
• Proactively provide Fuse training and development for teammates and others, as necessary
• Identify and drive continuous process improvement opportunities to streamline issue/event management lifecycle, including opportunities to leverage AI tools
• Analyze data to proactively identify risks and trends and provide business areas with actionable insights; prepare reporting for and field questions from Executive Leadership
• Support other risk management efforts as may be necessary, such as audits and regulatory exams

Qualities of a successful candidate:

• Communicative and Influential: You communicate clearly and concisely in all formats, including delivery of tough messages. You adjust your communication to your audience and are comfortable with presenting to executive leadership.
• Action-Oriented and Results-Driven: You have a desire to take action, try new things, and are comfortable exercising your judgment. You're organized, able to juggle multiple deliverables, and prioritize like a pro to deliver quality work - especially in a fast-paced, dynamic environment with frequently shifting priorities
• Curious and Analytical: You ask why, challenge the status quo, and bring your unique perspective to the table. You are comfortable with ambiguity and are a truth seeker. You make it your business to understand the data and signals to drive optimized solutions that are grounded in evidence.
• Up for a Challenge and Fungible: Big, undefined, unfamiliar, and complex problems will be exciting for you as you navigate the business and risk eco-systems. You have an insatiable appetite for learning, and are constantly seeking out new challenges.
• Collaborative and Team-Oriented: You proactively seek to build strong, positive relationships with key stakeholders at all levels to manage, inform, and influence outcomes. You value diverse perspectives and seek insights from others. You bring energy to the group and rally them around a common goal.
• Resilient Under Pressure: You calmly manage high-stress environments and consistently show steady resolve and clear reasoning, even when faced with adversity or unexpected circumstances.

Basic Qualifications:

• At least 2 years of experience in operations, risk management, compliance, or audit
• At least 2 years of experience in process management, project management, or relationship management

Preferred Qualifications:

• 3+ years of experience in operations, risk management, compliance, or audit
• 3+ years of experience in process management or project management
• Experience as a Risk Event and Issue Manager
• Baseline familiarity with AI and active adopter of these tools
• Experience using spreadsheets to analyze data and drive reporting
• Experience using Fuse or other Governance, Risk, and Compliance software tools
• Lean, Agile, Six Sigma, Business Process Management or Project Management Certification