Senior Process Manager, KMI Governance (Work from Home)

Senior Process Manager, KMI Governance (Work from Home)

The Retail Bank Keep Me Informed (KMI) team is responsible for managing the operational execution of servicing campaigns via direct communication channels – Direct Mail and Email.

Retail KMI is seeking a self-motivated individual with organizational skills, attention to detail, and the ability to work independently in an open and collaborative team environment. The Sr. Process Manager will be responsible for leading our Governance process, Workfront portfolio and access management. The ideal candidate will have the ability to adapt and thrive in a dynamic, fast-paced environment while displaying sound judgment in decision-making and problem-solving. 

 

As the Governance Process Manager, you will:

• Review and organize new project requests for LOBs requiring horizontal support

• Serve as the main point of contact for KMI Governance, ensuring the team effectively monitors a shared mailbox and fields intake requests submitted in Workfront

• Ensure requests are completed accurately, and follow up with requesters if additional information is needed

• Manage requests and assign resources, ensuring urgent requests are prioritized to meet legal or regulatory deadlines

• Work with requesters/intent owners to schedule project scoping and kick off meetings

• Facilitate ad hoc meetings with business requesters and internal stakeholders 

• Manage action items and follow up work coming out of project meetings

• Ensure Governance process steps are completed timely for each project

• Track all projects in Workfront, Google Sheets and Looker Studio accurately

• Perform monthly internal review of audit documentation and deliver results to the team in a timely manner

• Forge relationships with key intent owners and stakeholders to ensure delivery of commitments

• Identify ways to improve and streamline business processes

• Manage medium to large-scale internal projects

• Complete ad hoc requests and contribute to ongoing process improvements

• Communicate and partner with key stakeholders across all levels to effectively manage, inform, and influence outcomes

• Periodically attend leadership meetings in office

Work from Home Technology Requirements:

• A secure home office environment that is free from background noise and distractions

• A reliable private internet connection that is not supplied via cellular data or hotspot 

  • A private network that is password protected where you have ownership or line of sight to every device on the network

  • Internet service must be provided by Cable or fiber Internet Service Provides (ISP) 

  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred

  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page

• Both Hardwire and WiFI internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Living Requirements:

This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live or work internationally, in the states of California, Hawaii, or US territories. If you are unable to attain the required Capital One Work from home compatible internet access or living requirements, Capital One reserves the ri