Sr. Associate, Process Manager - Customer Resiliency, Collections (Hybrid)
As a Process Manager (Senior Associate) on the Collections Process Management team, you will be part of a smart, talented team responsible for creating and enhancing processes that deliver excellence to your customer each and every time. As a Senior Associate Process Manager, you’ll play a key role in delivering processes that impact the company’s bottom line. In this position, you will contribute immediately by leveraging your process management skills that are strengthened through team and enterprise best practices.
We’re seeking a dedicated, disciplined, process professional who excels in a team environment. You’ll succeed if you have excellent communication skills, attention to detail, and the ability to adapt to change quickly. This role requires frequent collaboration with multiple teams in Customer Resiliency, as well other LOBs, to ensure we mitigate risk, while providing the best customer experience possible.
**General Responsibilities: **
- Lead triage of control infractions
- Collaborate with teammates on larger initiatives
- Use data and reporting to provide process health updates and trends to leaders
- Identify and implement process improvements to drive issue resolution and risk mitigation activities
- Track and resolve process breakdowns
- Understand customers’ needs within the process and drive process improvements
- Develop and maintain formal process documentation, including desktop procedures and process flow diagrams
- Establish and maintain strong relationships with up and downstream teams
- Serve as a subject matter expert to effectively partner across multiple teams to achieve desired outcomes or improvements by clarifying needs and providing appropriate solutions
****Basic Qualifications: ****
- High School Diploma, GED or equivalent certification
- At least 1 year of Process Management experience
- At least 1 year of experience with Microsoft Office or G Suite
****Preferred Qualifications: ****
- Bachelor’s Degree or military experience
- 2+ years of experience in Process Management
- Lean, Agile, Six Sigma, Business Process Management or Project Management 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.
Richmond, VA: $80,800 - $92,200 for Sr. 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).