Associate, Process Management Operations

Job Description

West Creek 5 (12075), United States of America, Richmond, Virginia

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Associate, Process Management Operations

As an Associate of Process Management Operations, you will own the end-to-end payment experience for Capital One customers across multiple lines of business, flawlessly executing process improvements and new initiatives that improve business efficiency and customer experience. You will develop and enhance well-managed processes while collaborating with key stakeholders to drive results that have a direct impact on the company’s bottom line and customer experience. You will monitor data trends to ensure the desired outcomes are achieved and install reassess key performance indicators as necessary to drive improved process performance over time.

We are seeking a dedicated, disciplined, process professional who thrives in a team environment and is passionate about process improvement. This individual will have demonstrated the ability to improve company processes in the past, resulting in saving time and resources for the company. This individual must be able to effectively communicate and influence internal and external partners. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic and agile environment are essential to succeeding in this role. This individual must display strong leadership aptitude and the ability to drive and motivate peers, functional partners and suppliers to deliver flawless execution of our customer promise.

General Responsibilities:

• Own end-to-end payment experience for customers within multiple portfolios
• Effectively manage existing processes and continually improve, streamline and simplify
• Create and validate new business processes
• Ensure process documentation is kept accurate and up-to-date
• Manage mail remittance vendor relationship and ensure adherence to contractual obligations
• Proactively mitigate risk and quickly escalate and socialize issues with impacted business partners
• Track monthly and annual budget vs actual costs within process area
• Analyze metrics used to measure efficiency and effectiveness
• Analyze trends in data, identifying nuances and potential issues and driving path to resolution
• Act deliberately and with desired customer outcomes being of utmost priority
• Provide subject matter expertise on processes in support of projects and change initiatives
• Ensure customer payments are processed timely and accurately in accordance with Reg Z, which will occasionally mean supporting the process outside of normal business hours as processing issues arise

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification
• At least 1 year of experience in Process Management or Project Management
• At least 1 year of experience with Microsoft Office or Google Suite

Preferred Qualifications:

• Bachelor’s Degree or Military Experience
• Business Process Manager (BPM) Certification
• At least 2 years of experience in Business Management
• At least 2 years of experience in Relationship Management

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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 [email protected] . 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 [email protected]

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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).