Sr. Manager, Process - Zelle Operations and Ops Intent

Capital One
Richmond, Virginia
Sep 24, 2022
Oct 13, 2022
Full Time
West Creek 7 (12077), United States of America, Richmond, Virginia

Sr. Manager, Process - Zelle Operations and Ops Intent

The Retail Bank Customer Protection team is responsible for protecting our customers and the bank against fraud and scams. One of the fastest growing areas of financial fraud is in the Zelle payment product and as a result there is a large focus on the processes and policies in this space.The Zelle Operations and Intent role will lead a new team that works closely with Business Analyst and Product partners to design and execute Zelle Operations for the bank.

These responsibilities include:
  • Process owner for Customer Protection Zelle Operations processes
  • Leader of team(s) of associates executing Zelle processes to include:
  • Fraud and Scam Investigations
  • Error Resolution
  • Money Movement
  • Customer and Company Zelle Recoveries
  • May add additional ops responsibilities to the team
  • Ops Intent for Technology impacting CP customer and associate experiences to include E4A design
  • Develop management governance of the processes, drive appropriate monitoring and controls and ownership of risk management for their processes (drive ops intent for delivery of Audit Commitments)
  • Develop the strategy for the Zelle ops processes and create an improvement plan in collaboration with S&A, Product and Tech
  • Communicate with all levels regarding the story and health of Zelle Ops processes
  • Prepare for audit, compliance and regulatory conversations
  • Manage escalated research requests on specific customer cases as required
  • Lead ops execution of changes in product and network rules

General Responsibilities:
  • Creating, enhancing and validating operational Zelle processes
  • Work with partners to develop metrics used to measure efficiency and effectiveness
  • Driving process improvements aligned with desired outcomes
  • Providing subject matter expertise on processes when representing the department in projects and other meetings
  • Managing and leading a high performing team of associates
  • Complex problem solving
  • Working across teams to drive significant change

Basic Qualifications:
  • High school diploma, GED or equivalent certification
  • At least 2 years of Process Management experience
  • At least 2 years of People Management experience
  • At least 2 years of Banking experience

Preferred Qualifications:
  • Process Management certification (e.g. LEAN, Six Sigma, etc.)
  • Compliance certification (e.g. CRCM, CIPP, etc.)
  • Business Process Management certification (e.g. BPM, etc.)
  • 3+ years of People Management experience
  • 3+ years of Fraud or Retail Bank experience

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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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).

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