Principal Process Manager - US Card Customer Resiliency (Hybrid)

West Creek 1 (12071), United States of America, Richmond, Virginia

Principal Process Manager - US Card Customer Resiliency (Hybrid)

As a Principal Process Manager, in US Card Customer Resiliency, you will be part of a talented team responsible for executing and monitoring business processes to ensure they are executing per intent while helping to resolve issues and/or escalating when necessary. In addition, you 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 your role, you will communicate updates with internal customers and leadership on new and existing processes and provide internal customer support as needed. As a process manager for the Cash within Customer Resiliency, you will be part of a team that drives ~$500MM in annual revenue for Capital One, and drives 25% of all of Recoveries’ dollars. You 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 two very successful business areas. 

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. This person will have excellent teamwork and communication skills, organizational and research skills, attention to detail, and can adapt to change quickly.  The Process Manager 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 your career in the field of Process Management.

General Responsibilities:

• Owning & managing various sub-processes for the post charge-off Recoveries  process

• Building structured sub-processes to improve L2 process and risk management 

• Defining and managing key process health metrics

• Leading and owning oversight of process execution, improvement work and collaborating with teammates on larger initiatives

• Collecting data and information and using analytics to drive reporting & assess process performance; socializing outcomes to provide transparency to senior leadership and executives

• Using process expertise to drive risk identification, mitigation, and remediation not only internally but also with our 3rd party suppliers

• Influencing change within with Capital One as well as with our supplier Recovery agencies

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

• Create and manage FUSE controls

• Lead efforts 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, G