Principal Associate, Process Management - Card (Hybrid)
As a Principal Process Manager on the Campaign Management and Execution Team, you will be part of a smart, talented team engaged in our customer engagement journey from Acquisitions to Servicing within Personal Loans. This role will directly support overall strategy, driving new and innovative opportunities for the Campaign Management and Execution team, leading our Chat and IVR processes, partnering with stakeholders, and leading the delivery of quality measurements, providing effective/measurable feedback, and process improvements.
We are seeking dedicated, disciplined, process professionals who excel in a team environment. This person will have excellent communication skills, attention to detail, and have the ability to adapt to change quickly. Being detail oriented along with the ability to connect dots among all the different teams/systems is key to success in this position. This is an excellent opportunity to continue your career in the field of Process Management.
Must work with a team, as well as internal customers, downstream partners and third party vendors to understand and shape strategic intent and value to meet the business' key needs while considering operational capabilities, constraints and customer experience.
General Responsibilities:
- High level of engagement with our partner teams and leveraging those relationships and interactions to drive opportunities for Customer Engagement strategy via Chat and IVR
- Lead Monthly meetings with Operations Shared Services and other Chat and IVR teams to device strategy to increase customer engagement and reduce costs for DPL
- Lead projects to create new intents for Chat agents, Chat bots and IVR
- Leverage technology and AI to reduce manual processes
- Develop and maintain process documentation and drive continuous process improvements
- Serve as subject matter expert to outside resources
- Monitors the progression of findings against mitigation plans to ensure timely closure
- Maintain monthly dashboards and reporting
- Ensure a “Well Managed” approach to tools and documented processes used to deliver quality analysis and results
- We are looking for individuals who excel in a team environment, have strong communication skills, integrative thinking skills, and the ability to adapt to change quickly.
Basic Qualifications:
- High School Diploma, GED or equivalent certification
- At least 2 years of Process Management or Project Management experience
Preferred Qualifications:
- Bachelor's Degree or military experience
- 3+ years of Process Management or Project Management experience
- Strong communication and collaboration skills
**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: $108,900 - $124,300 for Principal Process Manager
Riverwoods, IL: $98,900 - $112,900 for Principal Process Manager
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.
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 RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
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).