Principal Associate, Process Management - Enterprise Language Accessibility

Capital One
McLean, Virginia
May 02, 2021
May 31, 2021
Full Time
Center 1 (19052), United States of America, McLean, Virginia

Principal Associate, Process Management - Enterprise Language Accessibility


Enterprise Language Accessibility (ELA) is a horizontal function under US Card responsible for servicing linguistic needs across the corporation. We support all channels of communication and customer points of contact by working with partners from Capital One's diversified lines of business to provide support in multilingual servicing. ELA is responsible for ensuring that the target language reflects the intent, accuracy, consistency, compliance of the original English version and is culturally appropriate


As an ELA Principal Bilingual Process Manager, you will be at the forefront of Capital One's Spanish customers' marketing translation approaches which includes, marketing delivery across multi-faceted campaigns, and marketing process management across various partners and stakeholders. This role will lead a cross-functional linguistic team to bring consumer-facing messages that originate from the English source to Capital One's Spanish-speaking customers. Partnering with upstream English intent owners, you will be responsible for coordinating the team's tasks to ensure deliverables and timelines are met. This includes coordination of work back plans & processes for all materials and leading the team's project timelines through a well managed process. Additionally, you will partner with product teams to ensure error-free launch and edits of Spanish projects, all while keeping key stakeholders, intent owners and senior leaders informed of project status and any issues that may arise.

A high level of effective and executive communications is a major need for this role, as you will lead a highly dynamic and multi-disciplinary linguistic team and quickly turn around and align upstream and downstream key stakeholders at various levels. You are a dynamic product owner who will rally the team and work in a highly collaborative environment. You will be exceptional at developing and nurturing relationships with key internal stakeholders in support of Capital One's lines of business.

  • Ensure high quality delivery through well managed process
  • Establish relationships with segment product owners and define/communicate roadmaps for the team.
  • Engage bi-lingual skills and experience to ensure translation content meets or exceeds language, industry, and Capital One standards
  • Develop a comprehensive understanding of how our marketing teams use different tools and platforms to communicate and market, and uncover unmet and emerging needs that could be solved through improved workflow and tools
  • Provide front line expertise for project delivery support
  • Consistently apply processes and tools to enable efficient opportunities for process improvements
  • Establish metrics and reporting around the processes. Create, document, and distribute reports to stakeholders.
  • Utilize analytics and reporting, to provide updates and operational transparency to team and Decision Makers
  • Co-Manage resource allocation and oversight for the ELA capacity utilization with a focus on creative build processing
  • Proactively meet with key stakeholders and performers to complete incoming requests
  • Timely communication of updates to best practices, process changes and upcoming events to internal and external customers
  • Monitor process to ensure it is followed correctly by the business; correct issues or escalate with manager if controls are not working as planned.
  • Document process with process maps, procedures, or other artifacts. Maintain and update documentation for new and existing processes.
  • Draft, test and revise work instructions, gain relevant approvals and ensure regular reviews take place.
  • Collect, analyze and measure process data on the effectiveness of business processes, to initiate sustainable, repeatable, and quantifiable business practices and procedures;
  • Research and develop plans to implement and share best practices
  • Collaborate with teammates on larger initiatives; may participate on cross-functional project teams.
  • Develop project plans to execute process development and/or re-engineering.

Basic Qualifications :
  • Fluent in English and Spanish
  • Bachelor's degree or military experience
  • At least 2 years of experience leading cross-functional teams
  • At least 2 years of experience in Project or Process Management
  • At least 1 year of Marketing Product Experience

Preferred Qualifications :
  • Master's Degree
  • Business Process Management Certificate (BPM)
  • Project Management Professional Certification(PMP)
  • ATA Certification (English to Spanish)
  • 2 years experience using Linguistic CAT Tools
  • 1 year experience in Legal, Banking and Business
  • 1 year of linguistic experience or analysis of language experience

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

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