Capital One
Sr.Associate,ProcessManager-CustomerResiliency,Collections(Hybrid)
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“Sr. Associate, Process Manager - Customer Resiliency, Collections (Hybrid) at Capital One. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. Lead triage of control infractions. Identify and implement process improvements to drive issue resolution and risk mitigation activities”
What You'll Achieve.
deliver excellence to your customer each and every time; delivering processes that impact the company’s bottom line; mitigate risk, while providing the best customer experience possible; drive issue resolution and risk mitigation activities; achieve desired outcomes or improvements
Industry & Context.
issue resolution; risk mitigation; process breakdowns
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
What They're Looking For.
Must Have
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
Nice to Have
Bachelor’s Degree or military experience, 2+ years of experience in Process Management, Lean, Agile, Six Sigma, Business Process Management or Project Management certification
What You'll Do.
Lead triage of control infractions
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
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
How You'll Work.
Team & Collaboration
Collaborate with teammates on larger initiatives; frequent collaboration with multiple teams in Customer Resiliency, as other LOBs; Establish and maintain relationships with up and downstream teams; partner across multiple teams
Communication Scope
excellent communication skills
Process & Methodology
Lean, Agile, Six Sigma, Business Process Management, Project Management
Full Job Description
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 ****Pref
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