Locations: VA - Richmond, United States of America, Richmond, Virginia

Process Manager - Commercial Card Fraud Operations (Hybrid)

Level: Manager
Type: Hybrid

Commercial Card is an exciting, fast-growing business within Capital One poised to grow rapidly over the next few years. A Commercial Card is much more than the typical corporate card used for travel and expenses. Businesses use our product to pay suppliers using purchasing cards, virtual cards, and e-payables. The business agenda is focused on high growth and a market leading product. We continue to develop our operations and risk functions to scale and enable this growing business.

Our objective in the Fraud organization is to provide best-in-class fraud protection for our clients, cardholders, and Capital One. Our team owns all aspects of fraud risk management across the business. In addition, this team ensures that AML/KYC requirements are satisfied with accuracy and consistency.

In the role of the Fraud Operations Manager, you will be accountable for managing the day-to-day aspects of Fraud and Disputes operations which includes managing key investigative functions, operational processes, and owning the end-to-end client experience. You will also oversee delivery of key Fraud projects, working closely with key internal and external partners.

We are looking for a self-motivated and intellectually curious individual who loves to seek and solve problems. They need to be able to craft and drive the improvement agenda in addition to managing day-to-day operations. Excellent communication and teamwork are a must as there are several internal and external stakeholders to manage. The team needs to continue to scale for growth and this individual must be comfortable working in an entrepreneurial environment, where many solutions will need to be developed, at a high energy and pace.

Responsibilities

• Lead and develop a team of 5-10 associates, coach and develop to do the best work of their lives
  
• Lead a team that drives end-to-end Fraud and Disputes operations. This includes Fraud Investigations, Fraud monitoring and daily Fraud process management
  
• Drive client experience excellence via managing call quality, agent quality, SLAs and timely client resolution.
  
• Partner with Third Party Management and supplier leads to ensure high quality and drive projects that improve aspects of Fraud management
  
• Partner with teams across the CML Card value chain to ensure that Fraud risks are well understood, and Fraud controls are maintained and adhered to
  
• Partner with strategy & analytics teams to shape and drive intent - defenses, capabilities, improvements, and monitoring
  
• Drive an extensive Fraud Training agenda for stakeholders and partners
  
• Develop and execute improvement agendas (goals, imperatives, projects). Develop and execute the long-term strategy
  
• Ensure KYC processes are running smoothly to ensure 100% adherence. Establish processes and controls to identify and remediate defects
  
• Manage regulatory processes - SAR, Screening, KYC linkages
  
• Ensure all Fraud / KYC processes are well understood and documented
  
• Develop controls and testing where needed across the Fraud / KYC Value chain
  
• Establish mechanisms that help identify defects and misses. Ensure timely remediation and event management
  
• Adherence with Enterprise External Fraud Requirements and standards. Enable understanding of regulatory requirements, and ensure business processes and controls meet these requirements
  
• Ensure that the Fraud function is always audit-ready
  

Basic Qualifications

• High School Degree, GED or Equivalent Certification
  
• At least 3 years of experience working with Fraud and Disputes
  
• At least 2 years of People Management experience
  

Preferred Qualifications

• Bachelor's Degree or Military experience
  
• At least 4 years of experience working with Fraud and Disputes
  
• At least 2 years of experience working with suppliers
  

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

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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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.

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