Manager, Process Manager - Card Customer Identity

West Creek 8 (12080), United States of America, Richmond, Virginia

Manager, Process Manager - Card Customer Identity

Card Customer Identity is looking for a Manager level associate with experience in process or risk management, and who is interested in growing their scope and experience to include Policy & Process ownership for operations. The Card Identity Process Manager will focus on building experiences that add business value, create a best in class customer and agent experience and ensure regulatory requirements are met. 

As a Manager of Process Management, you will lead a team of process managers in delivering flawlessly executed processes that improve business efficiency and drive results. You will create and modify processes while collaborating with smart and passionate leaders to influence results that have a direct impact on the company’s bottom line. You will monitor data trends to measure effectiveness and install necessary benchmarks or thresholds to ensure data integrity. You will educate and gain buy-in from key stakeholders concerning the utilization of process to ensure appropriate execution each time. In addition, you will lead intent development and oversee execution of card conversions in support of credit bureau reporting and disputes.

The ideal candidate will have experience working in a strategy-oriented team or regulated operations, strong relationship-building & people management skills, creative problem-solving skills, and the ability to work in white space with unclear problem statements. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role.  

General Responsibilities: 

• Build & maintain a robust working knowledge of Identity policies & processes, AML Legal & Regulatory Requirements, and Identity Operational Execution

• Create & nurture a strong working relationship with Segments, FDO Operations, AML Advisory and Product/Tech

• Support Customer Identity Risk & Controls team with strong policy & risk ownership and creative problem solving as appropriate for audits, exams, and large initiatives

• Develop and  drive the agenda for Application stage and post booking processes, with the goal of continuously improving performance & customer experience, with an emphasis on reducing manual efforts 

• Support the Technology Transformation agenda by supporting other teams with ideas and/or assessments of new technology capabilities

 

Basic Qualifications: 

• High School Diploma, GED, or equivalent certification

• At least 4 years of experience in Process Management or Project Management

• At least 2 years of Continual Improvement experience

• At least 1 year of experience in People Management 

 

Preferred Qualifications: 

• 5+ years of experience in Process Management or Project Management

• 2+ years of experience in People Management  

• 1+ years of experience working with Product and Technology teams

• Lean, Six Sigma, or Business Process Management certification 

 

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

This role is hybrid meaning associates typically spend about half their time (2-3 days per week) in-person at one of our offices listed on this job posting. Monday and Fridays are enterprise- wide virtual work days. Tuesday, Wednesday and Thursday are in-person days for associates to spend time together working in our beautifully-designed team areas.

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 appli