Principal Process Manager

Capital One
Richmond, Virginia
Jun 20, 2021
Jul 19, 2021
Full Time
West Creek 8 (12080), United States of America, Richmond, Virginia

Principal Process Manager

Customer Resiliency is a key business area within the US Card division at Capital One. Our mission is to work with customers who are experiencing financial difficulties and develop creative solutions to help them resolve their debt. In addition to being a customer focused business Customer Resiliency plays a critical financial role for the Company as every dollar collected goes directly to the bottom line and funds the Company's ability to extend credit to new customers.

As a process manager for the Contingency and Legal businesses within Customer Resiliency, you will be part of a team that drives in excess of $650MM in annual revenue for Capital One. You will also play a critical role in ensuring we live up to our mission of helping customers find the right solution to resolving their debt in challenging times. We are looking for a process professional who is excited to take on the challenge of helping us elevate the process excellence of two very successful business areas.

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 the ability to adapt to change quickly. The Process Manager will also provide critical operations management across the following areas: finance, risk management, communications management, project management, process controls and improvements, and organizational effectiveness and change management. The ability to influence up is a key to success in this position. This is an excellent opportunity to continue your career in the field of Process Management.

General Responsibilities:
  • Owning & managing various sub-processes for the Recover through Contingency and Recover through Litigation L2s
  • Building structured sub-processes to improve L2 process and risk management
  • Defining and managing to key process health metrics for two critical business processes
  • Leading and owning oversight of process improvement work and collaborating with teammates on larger initiatives
  • Collecting data and information and using analytics to drive reporting & assess process performance; socializing outcomes to provide transparency to senior leadership and executives
  • Using process expertise to drive risk mitigation not only internally but also with our network of 40+ external suppliers
  • Influencing change both internal to Capital One and externally across our supplier network
  • Identify and implement process improvements to drive issue resolution and risk mitigation with a focus on customers' needs
  • Create and manage Prime controls
  • Developing and maintaining formal process documentation including procedures and process flow diagrams
  • Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions

Basic Qualifications:
  • High School Diploma, GED or Military experience
  • At least 2 years of experience in Business Process Management or Project Management or Risk Management
  • Proficient with Google Suite products

Preferred Qualifications:
  • Bachelor's Degree
  • Lean, Agile, Six Sigma, Business Process Management, or Project Management certification
  • Proficient with SQL
  • Experienced in Google Suite products

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

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