Manager, Process Management - Recoveries (Hybrid)
As a Process Manager in US Card - Customer Resiliency, you will be part of a talented team responsible for executing and monitoring business processes that help some of our most vulnerable customers recover from difficult circumstances and resolve outstanding debt.
Customer Resiliency constitutes a vital business area within the US Card division at Capital One. Our mission is to partner with customers experiencing financial distress. We are engaged in a transformative journey to construct affordable solutions that empower customers to resolve debt and re-establish credit, to forge multi-channel experiences that are accessible and rewarding, and to ensure the delivery of the optimal solution and experience to the appropriate individual at the precise moment through advanced models and technology.
We require a disciplined, high-performing process professional who is a rapid learner and possesses the capacity for autonomous work and effective management of multiple tasks. The successful candidate will demonstrate excellent teamwork, communication, organizational, and research skills, meticulous attention to detail, and the ability to rapidly adapt to change. The Process Manager will also provide essential operations management across the following domains: finance, risk management, communications management, project management, process controls and improvements, and organizational effectiveness and change management. The ability to exert upward influence is paramount to success in this position. This represents an exceptional opportunity to advance one's career in the field of Process Management.
Core responsibilities encompass:
- Process Execution and Issue Resolution: Ensuring processes are implemented as designed, executing necessary recovery actions, resolving emergent issues, and escalating critical problems when appropriate.
- Data Analysis and Improvement: Collecting and analyzing data to evaluate the efficacy of current business processes, proposing enhancements, and developing/maintaining formal process documentation.
- Communication and Support: Providing internal customer support and communicating updates on both new and established processes to internal clients and leadership.
Basic Qualifications:
- High School Diploma, GED or equivalent certification
- At least 3 years of experience in Process Management, Project Management or Risk Management
- At least 2 years of experience leading technology delivery processes
- At least 2 years of experience designing, building and managing internal business processes
- At least 2 years of experience in technology controls or auditing
- At least 2 years of experience working in Microsoft Office or Google Suite
Preferred Qualifications:
- Bachelor’s Degree or Military experience
- 4+ years of experience in Process Management, Project Management or Risk Management
- 3+ years of Financial Services experience
- 1+ years of experience with SQL
- PMP, Lean, Agile or Six Sigma certification
**At this time, Capital One will not sponsor a new applicant for employment authorization for this position. **
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
McLean, VA: $134,400 - $153,300 for Manager, Process Management
Richmond, VA: $122,100 - $139,400 for Manager, Process Management
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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.
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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).