Principal Associate, Process Manager for Bank Voice

Capital One
Wilmington, Delaware, United States
Nov 25, 2022
Nov 30, 2022
Full Time
802 Delaware Avenue (18052), United States of America, Wilmington, Delaware

Principal Associate, Process Manager for Bank Voice

Candidates must live within 100 miles driving distance of one of the HUB locations based in Wilmington, DE, Plano, TX, Richmond, VA or St. Cloud, MN to be considered. Candidates in Virginia living north of Fredericksburg will not be considered.

As a Bank Complaints Process Manager, you will be part of a team responsible for creating and enhancing processes tied to Managing Bank Complaints. The Process Manager will play a key role in delivering processes that impact the company's bottom line. In this position, you will contribute to the team's backlog while strengthening your process management best practices.

We are seeking a dedicated, disciplined, process professional who excels in a team environment. This person will have excellent communication skills, attention to detail, and have the ability to 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.

In this role you will engage in a continuous process improvement environment. Must be able to analyze data, determine root cause and measure effectiveness of existing business processes. The process manager will communicate updates with internal customers on new and existing processes and provide internal customer support as needed.

Work at Home Technology Requirements:
  • A secure home office environment that is free from background noise and distractions
  • A reliable private internet connection that is not supplied by use cellular data (hot spot)
  • Cable or fiber connections are preferred
  • Internet service download speeds must be at least 5 mbps, with 10+ mbps preferred - check your download speed using a speed test. A sample one can be found here. To test your home internet from your personal computer at home, type into the web browser of your personal computer.
  • Sustained ability to maintain latency less than 250 ms in voice calls is required
  • Hard wired connectivity is preferred, any use of wireless connectivity must be Private (non-public) and password protected through WPA2-PSK (AES) encryption. If you have any questions about your encryption, please consult with your internet provider
  • A private network is password protected where you have ownership or line of site to every device on the network
  • Capital One reserves the right to request proof of internet provider, speed and service package from the associate
  • Requirements are subject to change, as new systems and technology are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice.

General Responsibilities:
  • Develop subject matter expertise around the current regulatory environment and ensure processes adhere to the Enterprise Complaint Standard
  • Ensure Complaint Operational processes are well managed through iterative process improvements, issue resolution, process documentation, and risk mitigation
  • Provide subject matter expertise on well managed processes and practices while leading complex process initiatives within Bank Operations and with our line of business touch points
  • Resolve complex problems where expertise is required to interpret policies, guidelines or processes; escalate breakdowns in the process by asking the right questions and identify/involve the right stakeholders to correct breakdowns.
  • Utilize BPM experience to develop and maintain formal process documentation across all the bank complaint processes.
  • Identify process gaps and make improvement recommendations
  • Provide complaints training to internal associates; may deliver presentations, including up to the executive level
  • Work within an Agile environment to deliver change

Basic Qualifications:
  • At least 2 years of experience in Process Management
  • At least 1 year of experience working with Agile Methodologies

Preferred Qualifications:
  • BPM certification
  • Bachelor's Degree or military experience
  • Lean, Agile, Six Sigma, or Project Management certification

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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

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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).