Senior Manager, Bank Customer Resiliency Operations

Capital One
Glen Allen, Virginia
Sep 21, 2021
Oct 20, 2021
Full Time
Knolls 4 (12021), United States of America, Glen Allen, Virginia

Senior Manager, Bank Customer Resiliency Operations


Capital One, a Fortune 500 company and one of the nation's top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation's great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company - and a great place to work.

As a Senior Manager of Process Management, you will lead a team of process managers in delivering flawlessly executed processes that improve business efficiency and drive results. You will create and modify processes while collaborating with smart and passionate leaders to influence results that have a direct impact on the company's bottom line. You will monitor data trends to measure effectiveness and install necessary benchmarks or thresholds to ensure data integrity. You will educate and gain buy-in from key stakeholders concerning the utilization of process to ensure appropriate execution each and every time.

We are seeking dedicated, disciplined, process professionals who excel in a team environment and are experts in process improvement. This individual will have demonstrated that they can improve company processes in the past, resulting in saving time and resources for the company. This individual must be able to effectively communicate and influence partners across the company and across multiple levels of the organization. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role. This individual must display strong leadership skills and be able to drive and motivate a team in delivering flawless execution of process improvement projects.

Key Responsibilities:
  • Driving well managed to ensure proper processes and controls are designed, aligned and maintained with Enterprise standards.
  • Ensure appropriate management and awareness of key well managed efforts impacting SCRA, Bankruptcy and Credit Bureau Reporting
  • Coordinate alignment between multiple up and down stream stakeholder groups across all Capital One businesses and second / third line risk and audit teams
  • Lead end-to-end delivery and process transformation for Bankruptcy and SCRA
  • Drive business processes forward, toward an end-state risk oriented / destination
  • Identify initiatives required to get from the current state to the end state
  • Organize initiatives for each business process spanning all teams supporting the process, including product teams
  • Recommend prioritization/sequencing of initiatives
  • Deliver high impact initiatives, including definition, scoping, design, planning, development, launch, and monitoring
  • Ensure all processes meet process management standards, including those for critical business processes
  • Identifying root causes of risk issues and events to drive process improvements mitigating these risks

  • Compliance and Risk driven - ability to balance the needs of the business against regulatory requirements and controls
  • Strong business acumen - ability to understand the needs and concerns of business stakeholders and colleagues, and respond promptly and effectively to stakeholder requests
  • Collaboration oriented - ability to reach consensus and collaborate across leadership and business groups
  • Effective communicator - ability to communicate clearly and effectively with business colleagues as well as legal counsel, compliance, risk along with enterprise stakeholder groups

Basic Qualifications:
  • High School Diploma, GED, or equivalent certification
  • At least 5 years of Process Management experience OR at least 5 years of Project Management OR at least 5 years of Risk Management experience

Preferred Qualifications:
  • Bachelor's degree
  • Process certifications- LEAN, Six Sigma, Business Process Management
  • 7+ years of Bank Operations Management experience - Bankruptcy or Credit Bureau
  • 7+ years of Process Management experience
  • 7+ years of Relationship Management experience
  • 5+ years of Risk Management or Compliance experience
  • 5+ years of Vendor Management 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.

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).