Senior Associate Process Manager- Customer Protection- Hybrid

Overview

Senior Associate Process Manager- Customer Protection- Hybrid

As a Senior Process Manager for Capital One’s Retail Bank Customer Protection Organization, you will be part of a talented, people-first organization responsible for supporting & transforming the customer and agent servicing experiences.  You will regularly integrate and influence multiple groups and be seen as a strong change agent by our business partners in supporting strategy & implementation as it supports Customer and agent experiences.  You will influence and gain buy-in from key stakeholders to ensure technology and processes deliver breakthrough business results.

The ideal candidate will have demonstrated the ability to:

• Develop and maintain formal process documents (e.g. maps, and diagrams), and document processes and projects (creating project reports, presentations, business cases, and diagrams) as needed

• Responsible for data quality and Performance metric reporting (ex: Tableau reporting)

• Lead coordination of initiatives to ensure timeliness and completion (examples: Yearly Audit with Ops, Consolidation efforts, etc)

• Proactively suggest procedure & process improvements and lead "rebuild" efforts when needed

• Translate AI-driven insights into actionable business outcomes for leadership

• Identify risk triggers and trends across value streams in broader forums

• Perform annual review of written documentation in Shared Drive (maintain version  & verification dates)

• Supports pod ceremonies, planning and documentation

• Relationship management - coordinates, influences and escalated impediments as needed on behalf of department to create transparency and LOB and dept needs are met

• Ensure completion of second approvals in system of record

• Resolve complex problems, 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

• Participate in cross-functional project teams, including projects driven by other parts of the organization, to provide input, liaise with training, and partner with groups on execution efforts

• Utilize a wide range of tools to deliver process improvements such as variation reduction, waste elimination, or risk mitigation

• Sustain a Well-Managed/process-driven environment

General Responsibilities:

• Provides oversight of process improvement work and collaborating with cross functional teams on larger initiatives

• Collect, analyze, and measure data to proactively identify trends and gaps to provide the business with actionable insights and recommendations

• Understand customers’ needs of the process and driving end to end customer process improvements

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

• Evaluate where agentic workflows can replace or augment manual steps in a business process

• Utilize generative AI to accelerate process documentation (maps/FMEAs), synthesize large data sets for root cause analysis, identify hidden inefficiencies, and create standardized analysis assets (e.g., Gems)

• Develop a working knowledge of in-scope processes to partner with others in the pursuit of process improvement

• Provide clear and timely communications, updates, and escalations to stakeholders

• Proactively manage through identification and resolution of risks across the value stream to maintain Well-Managed processes

• Document processes (utilizing Business Process Management artifacts -  e.g. maps, and diagrams) and projects (creating project reports, presentations, business cases, and diagrams)

• Advocate and share job specific strengths for the betterment of the broader team or body of work

Location:

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

Basic Qualifications :

• High School Diploma, GED, or Equivalent Certification

• At least 1 year of Project or Process Management Experience

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

Preferred Qualifications:

• At least 2 years of Project or Process Management Experience

• BPM, Lean, or Six Sigma Certification

• At least 1 year of experience applying AI prompting for process management efficiency

• At least 1 year of Customer Service experience 

• At least 1 year of Fraud experience 

• At least 1 year of experience using Jira

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: $88,800 - $101,300 for Sr. Process Manager

Richmond, VA: $80,800 - $92,200 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 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).