Sr. Associate, Process Management - US Card Customer Resiliency (Hybrid)

Sr. Associate, Process Management - US Card Customer Resiliency (Hybrid)

As a Senior Process Manager, in US Card Customer Resiliency, the candidate will be part of a talented team responsible for executing and monitoring business processes to ensure they are executed per intent while helping to resolve issues and/or escalating when necessary. In addition, the candidate will collect and analyze data and measure the effectiveness of existing business processes, recommend process improvements, and create and manage formal process documentation. As a part of this role, the candidate will communicate updates with internal customers and leadership on new and existing processes and provide internal and external customer support, as needed. As a process manager for the Recover Through Litigation L2 within Customer Resiliency, the candidate will be part of a team that drives ~$400MM in annual revenue for Capital One, and drives a large portion of Recoveries’ dollars.

The candidate will also play a critical role in ensuring we live up to our mission of helping customers find the right solution to resolving their debt in challenging times. We are looking for a process professional who is excited to take on the challenge of helping us elevate the process excellence of a very successful business area.

Customer Resiliency is a key business area within the US Card division at Capital One. Our mission is to work with customers who are experiencing financial difficulties, as a partner. We are on a transformational journey to build affordable solutions that enable customers to resolve and rebuild credit, to create multi-channel experiences that make it easy and rewarding and to get the right solution & experience to the right person at the right time using advanced models & technology.

We are seeking a dedicated, disciplined, high-performing process professional who is a quick learner and has the ability to work autonomously and manage multiple tasks effectively. The candidate will have excellent teamwork and communication skills, organizational and research skills, attention to detail, and can adapt to change quickly.  The candidate will also provide critical operations management across the following areas: finance, risk management, communications management, project management, process controls and improvements, and organizational effectiveness and change management. The ability to influence up is a key to success in this position.

This is an excellent opportunity to continue a career in the field of Process Management.

General Responsibilities:

• Assisting in managing various sub-processes for the post charge-off Recoveries process

• Monitoring daily sub-processes to ensure L2 process is running  

• Reporting on key process health metrics

• Point of contact for process execution, improvement work and collaborating with teammates and other partners on larger initiatives

• Collecting data and information to drive reporting & assess process performance using process expertise to drive risk identification, mitigation, and remediation Influencing change within Capital One with our internal customer(s) and Partner group(s)

• Identify and implement process improvements to drive issue resolution and risk mitigation with a focus on customers’ needs

• Create and manage updates Regulatory and Business controls

• Partner with Technology groups to build controls

• Developing and maintaining formal process documentation including standard operating procedures and process flow diagrams

• Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions

• Work with stakeholders to identify areas of improvement where the team can simplify or automate manual processes, reduce risk, and improve customer experience

• May develop project plans to execute process development and/or re-engineering

• Communicate updates with internal customers on new or existing processes; may include communications at the executive level; may provide customer service or training to users on process updates or rollouts; may deliver presentations to Senior Leadership

• Cross trained in all team processes

 

Required Qualifications:

• High School Diploma, GED or equivalent certification

• At least 2 years of experience in Process Manageme