Center 1 (19052), United States of America, McLean, Virginia

Senior Associate, Process Management (Customer Resiliency, Chief of Staff team)

As a Sr. Associate Process Manager at Capital One, you will be part of a smart, talented team responsible for creating and enhancing processes that deliver excellence to your customer each and every time. The Process Manager Associate will play a key role in delivering processes that impact the company's bottom line. In this position you will contribute immediately while strengthening your process management best practices.

Customer Resiliency (CR) is an organization committed to making an impact in moments that matter, by generating value for our business and helping our customers struggling with debt succeed through a combination of human-centric approaches and analytical rigor. Reporting to the Chief of Staff, the Sr. Associate Process Manager will work closely with CR's Leadership Team (LT) and cross-functional partners (e.g., HR, Finance, Tech, Platforms) to create, support and enhance CR's business management system, governance and operating model.

You will be responsible for supporting the design and implementation of various management management routines such as Super Days, Stand Ups, Cascades / Escalations, and other LT routines. You will be responsible for developing and maintaining reporting documents and visual management artifacts used to maintain CR governance system and to ladder up to Card business management systems and needs (e.g., Card Super Day, Stand Ups, bi-weekly status updates, QBR). You will be responsible for overseeing the implementation of complex cross-functional projects and clearly articulate progress to leadership.

You will support CR's Annual Strategy Planning Cycle, and oversee the launch of strategic initiatives to improve CR governance systems and processes (e.g., Objectives and Key Results, Visual Management reporting, Intent Readiness Frameworks). This will include defining the process, supporting CR business teams and partner teams through the process, assisting in developing objectives linked to strategic plans and reporting on progress against objectives.

General Responsibilities:

• Support CR's business management system and management routines, governance and operating model processes, from ideation to implementation
  
• Perform design work under guidance of Chief of Staff to support CR LT and Partner teams define governance and business management processes and resolve pain points
  
• Support running and maintaining materials for CR's management routines and contribute to US Card routine preparation
  
• Leverage effective communication through written, verbal and presentation skills across multiple levels
  
• Assist in the monitoring, collecting and analysis of both qualitative and quantitative inputs for dashboards and artifacts that track implementation of CR priorities
  
• Support broader strategic planning efforts and ad-hoc material preparation as needed
  
• Maintain key reporting process documents and manage governance-related artifacts
  
• Sustain a Well-Managed/process-driven environment
  
• Drive process improvements aligned with desired customer outcomes
  

Here's what we believe will help you be successful in this role:

• Exceptional communication skills
  
• Collaborative, team player attitude with ability to navigate and influence across levels internally and external to our organization
  
• Track record of defining strategy, creating advocacy/alignment and being accountable for outcomes
  
• Blend of strategic and tactical thinking to balance overall objectives and priorities with needs and logistics
  
• Solid project and program management skills
  
• Regularly and systematically use data to uncover opportunities, track performance, and drive decision making
  
• Ability to identify and prioritize opportunities in ambiguous contexts and adapt to a dynamic environment
  
• Manage workload of multiple projects and meet deadlines with minimal direction and supervision
  

Basic Qualifications:

• Bachelor's Degree or military experience
  
• At least 1 year of experience in Microsoft Office or G Suite
  

• At least 2 years of experience in Business Process Management, Project Management, or Risk Management
  

Preferred Qualifications:

• Lean, Agile, Six Sigma, Business Process Management, or Project Management certification
  

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