Manager, Process Management - Customer Resiliency Channels Well-Managed Lead (Hybrid)

Capital One
United States, Virginia, Richmond
Nov 26, 2024
West Creek 8 (12080), United States of America, Richmond, Virginia Manager, Process Management - Customer Resiliency Channels Well-Managed Lead (Hybrid) Customer Resiliency Channels (CRC) Well Managed is a vital,cross-functional team dedicated to ensuring our US Card Customer Channels operate a well managed business through Risk Management, Audit Support, Controls testing, Change Management and more. We collaborate closely with support teams across Channels, including Risk, Legal, Compliance, Agent Quality Adherence (AQA), Quality Monitoring Operations (QMO) and more to maintain our commitment to process management excellence . As a Well-Managed Lead supporting the CRC organization, you will lead an elite team of highly skilled Process Managers while setting a forward-looking strategy that positions our organization to continue to serve as the beacon of risk management. This role offers the opportunity to thrive in a fast-paced, cross-functional, and collaborative environment. The ideal candidate is an experienced leader of processes and associates, and can interpret and effectively communicate trends and recommendations to Senior Leaders. This candidate will strike a balance between strategizing, designing, and creating actionable roadmaps, comfortably navigating through ambiguity, leveraging data, and exercising exceptional critical thinking skills. Responsibilities: Build and advance the Well Managed agenda by setting the strategic direction and building a roadmap of targeted initiatives that support our well-managed managed mission and mitigating risks Lead and develop a team of high-performing associates charged with managing audits/exams, risk assessments, business continuity, and process management/improvement Build and maintain strong relationships with key stakeholders to influence decision-making and alignment Craft and deliver compelling presentations to senior leaders to guide informed discussions and influence decisions Design and implement strategic programs and initiatives that enhance and strengthen our process foundations Collaborate with business leaders, risk managers, audit, legal, compliance, and intent to connect dots and amplify outcomes Gather insights from various routines, data sources, and partners to inform strategic priorities Location: This role is hybrid, where you will be expected to spend 3 days per week working in office (Richmond, VA or McLean, VA) and the remainder of the week working virtually. Basic Qualifications: High School Diploma, GED or equivalent certification At least 2 years of experience in people management At least 3 years of experience in process management At least 3 years of experience supporting, partnering and interacting with internal business clients Preferred Qualifications: Bachelor's Degree or military experience At least 2 years of experience in risk management, compliance or audit At least 3 years of experience in process management At least 3 years of experience in leading cross-functional teams within an organization At this time, Capital One will not sponsor a new applicant for employment authorization for this position. 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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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 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).