Senior Manager, Shared Services, Enterprise Consumer Payment Operations - Richmond, VA

Capital One
Richmond, Virginia
Jan 14, 2022
Feb 13, 2022
Full Time
West Creek 5 (12075), United States of America, Richmond, Virginia

Senior Manager, Shared Services, Enterprise Consumer Payment Operations - Richmond, VA

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Commercial Ops role may be the role for you! You must be within 100 miles driving distance from our Capital One hub in Richmond, VA.

The mission of Enterprise Consumer Payment Operations (ECPO) is to create a positive and seamless payment experience for our customers, while educating and influencing our customers and upstream partners to transact in more efficient ways. ECPO has accountability for both inbound and outbound payment processing for multiple Lines of Business (LoBs) across Capital One. Each payment channel is structured as its own value stream and is dependent on a network of third party vendors.

The Shared Services team within ECPO plays a vital role in, not only supporting this critical business operation, but also enabling our business to continue to evolve in ways that anticipate and exceed the expectations of our customers and LoBs we support. The Shared Services team includes three primary functions: Change Delivery, Operational Risk Governance, and Reporting & Analytics.

ECPO is seeking an experienced, results-driven, autonomous leader of the Shared Services team, who is passionate about challenging the status quo. The individual in this role will be consulted as a trusted thought-partner, with a unique opportunity to collaborate with a wide variety of cross-functional stakeholders across the enterprise to transform the customer's payment experience.

Key Responsibilities and Competencies :
  • Develop and maintain the strategic roadmap, along with developing business cases, balancing competing priorities, defining intent, and executing flawlessly
  • Understand and convey regulatory applicability to our processes so that risks and mitigating controls may be accurately documented, designed, and executed
  • Partner with Technology, Business Analysts, and Process Owners to evolve key performance indicators, ensure data quality, automate reporting, develop customizable dashboards, and develop simple tools that enable the business to identify improvement opportunities
  • Ensure processes are governed by comprehensive, documented procedures and management routines that are aligned with corporate policies, standards, and best practices
  • Develop relationships and partner cross-functionally with Process Owners, LoB partners, and third party vendors to influence change in the end-to-end value stream
  • Lead a multi-layer team of 12 associates, fostering an environment of diversity, inclusion, and belonging
  • Develop a best-in-class team that is sought after as payment experts across the enterprise
  • Demonstrate independence in solving complex problems
  • Demonstrate organizational agility and resiliency to adapt to changing demands and working within ambiguity
  • Utilize a process-focused, growth mindset to improve, further mature, and streamline the business and customer payment experience
  • Have excellent communication and collaboration skills, which are essential for interacting and communicating with key stakeholders at all levels across the enterprise to manage, inform, and influence outcomes

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 sight 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 is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice.

Candidates must live within 100 miles driving distance of our hub location based in Richmond, VA.

Basic Qualifications:

  • Bachelor's degree or military experience
  • At least 4 years of experience in Project Management applying Waterfall or Agile methodologies
  • At least 4 years of experience in People Management
  • At least 2 years of experience in process monitoring, reporting, and analytics
  • At least 2 years of experience in managing operational risk

Preferred Qualifications:

  • Master's degree
  • PMP, Agile, Lean, or Six Sigma certification
  • At least 7 years of experience in Project Management applying Waterfall or Agile methodologies
  • At least 5 years of experience in managing operational risk
  • At least 5 years of experience in process monitoring, reporting, and analytics
  • At least 7 years of experience in People Management
  • At least 3 years of experience in Financial Services or Banking
  • Strong written and verbal communication skills, particularly with executive-level audiences
  • Strong collaborating and influencing skills
  • Strong analytical skills

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.

For technical support or questions about Capital One's recruiting process, please send an email to

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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).