Principal Associate, Small Business Bank Credit Operations
The Principal Associate will play a critical role in supporting the Small Business Banking (SBB) leading a team of associates for the loan Closing process. This people leader will be responsible for managing a wide range of essential processes, compliance activities, and team support functions to ensure smooth, accurate, and timely loan fulfillment and process adherence. The ideal candidate is a highly organized, detail-oriented people & process leader with a background in lending operations.
**Key Responsibilities: **
Process Management
- Maintain process documentation & job aids for the SBB Closing processes to ensure a continuous "Well Managed" state and audit readiness.
- Create and leverage effective process monitoring; manage team “work in progress” and throughput with daily workflow tracking; leverage data to support associates, resolve impediments and ensure timely, accurate and compliant delivery.
- Drive operational excellence by monitoring process health, contributing to the planning of redesign initiatives to eliminate friction, and identifying ways to improve and streamline processes within Closing.
- Develop & maintain expert knowledge of lending processes (loan documentation, collateral perfection, etc.), banking laws, and regulations related to loan disclosures and requirements, and support quality assurance activities.
People Leadership
- Coach and mentor a team of associates, providing consistent feedback, professional development opportunities, and career pathing guidance via team meetings, 10/10s and development check ins to ensure a high-performing and engaged team.
- Lead the talent & performance management process for direct reports, including setting clear objectives, conducting semi-annual talent conversation and performance reviews, and managing compensation conversations.
- Foster an inclusive team culture that aligns with Capital One’s core values, ensuring every associate feels empowered to contribute their best work.
Operational Excellence
- Manage staffing & workflow assignments for direct reports to ensure adequate and timely coverage of the Closing process.
- Leverage metrics and dashboards to monitor performance, identify trends, and drive data-informed decisions.
- Create and manage monthly production metrics; leverage scorecards and dashboards to evaluate associate performance and drive coaching.
- Manage the SBB new money lending mailbox, ensuring all inbound requests are completed and/or assigned appropriately.
- Serve as a primary leader for real-time escalations, leveraging data and sound judgment to make critical decisions; act as a liaison between the Closing team, Credit Operations peer teams (Underwriting, QA/QC, Booking & Funding, etc.) and SBB partner teams (risk, compliance, legal, etc.).
You’ll thrive in this role with:
- Strong Leadership: You will influence, challenge and enable associates and leaders to solve complex problems, determine solutions, and lead through changes.
- Communication: You will be communicating and partnering with your team and key stakeholders across all levels of the company. Excellent verbal and written communication will be critical to your day to day work life.
- Risk Management: At Capital One, every associate has the responsibility of risk management. In this role you and your teams will be responsible for running a well-managed horizontal operation that is perpetually audit ready.
- Intellectual Curiosity: You will need to ask “why”, explore underlying issues, and create unique solutions to challenges. You should find motivation in understanding why problems exist and how to solve them in a fast paced, live operational environment.
- Judgement: You will exercise sound, independent judgment to prioritize issues, make critical operational decisions, and determine the appropriate course of action, ensuring compliance and business continuity in a complex, fast-paced environment.
Basic Qualifications
- High school diploma, GED, or equivalent certification)
- At least 3 years of experience in process management, process improvement, or quality assurance
- At least 3 years of people leadership experience
- At least 2 years of experience in loan administration and documentation
- At least 1 year of experience with Microsoft Office or Google Suite
Preferred Qualifications
- Bachelor’s degree
- 5+ years of people leadership experience
- 3+ years of experience in Lending Operations
- 2+ years customer service experience in a consumer, small business, mortgage, or commercial lending support role
- Lean, Agile, Six Sigma, Business Process Management, or Project Management certification
- Ability to manage multiple priorities in a fast-paced environment
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
Plano, TX: $98,900 - $112,900 for Principal Process Manager
Richmond, VA: $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.
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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).