Senior Manager, Enterprise Services Issues & Events (ES Risk)

Center 3 (19075), United States of America, McLean, Virginia

Senior Manager, Enterprise Services Issues & Events (ES Risk)

Enterprise Services Risk (ESR) Senior Managers are experienced and progressive individuals that operate within a highly collaborative team environment to deliver value-added risk management services to our Business and Technology partners. The successful candidate will be an experienced risk management professional who understands cyber and technology functions and organizations, with strong analytical, planning, strategic thinking, organizational and communication skills.

As a Senior Manager for Problems (Issues & Events) in Capital One’s Enterprise Services (ES) Risk Office, you will govern the portfolio of Problems ensuring that ES Risk meets or exceeds Capital One’s policies and procedures for Problem Management. You will be responsible for continuous improvement and innovation of Problem related processes and drive the collective collaboration across all ES Risk and 1st Line of Defense teams. You will be responsible for partnering with associates across all lines of defense in further maturing our Issue and Event risk management practices. Additionally, you will represent ES Risk as the champion for the 2nd Line Multi-Business Governance Problem management process. Additionally, you will own reporting and trend analysis to executives.  

Tasks and Responsibilities include:

• Oversee the portfolio of all Issues and Events for Enterprise Services, collectively known as Problems.

• Partner with Issue & Event managers, owners, and AEs in ensuring that all Problems are appropriately documented and managed in accordance with expected timelines and policies.

• Conduct analysis, identify trends, and report on the status of the Problem program. 

• Design and deliver regular training for Issue & Event managers, owners, and AEs on their roles and responsibilities, methodology, and the tools leveraged to manage Problems.

• Identify ways to improve and streamline the identification, assessment, and mitigation processes for Problems.

• Demonstrate outstanding communication and partnership skills which are essential for interacting and communicating with key stakeholders across all levels to manage, inform, and influence outcomes.

• Provide guidance to Enterprise Services teams in risk management principles in accordance with Enterprise frameworks.

• Maintain awareness of risks, Issues, and Events within all Enterprise Services teams.

• Foster effective partnerships and collaborate with First and Second Line technology and risk management partners.

• Participate in risk and other management forums and contribute to continuous improvement of risk, Issue, and Event management practices.

• Support and possibly lead cross-functional teams through various initiatives.

• As applicable, support interactions with Internal Audit and Regulatory agencies.

• Participate in and execute other special projects for the team on a periodic basis.

• Develop and manage reporting tools, including Tableau dashboards.

• Partner with the Central Governance Leadership Team to proactively drive innovation and change to further the program’s aspiration to be best in class.

Basic Qualifications:

• Bachelor's Degree or military experience

• At least 4 years of experience working in the financial services industry

• At least 5  years of experience in Issue or Event management, process and data quality, risk management, or audit, or a combination. 

• At least 5 years of experience in Cybersecurity, Technology, Risk Management, or Audit

• At least 4  years of project or process management experience

• At least 2 years of experience working in an Agile environment

• At least 3 years of experience with administrative tools such as G-Suite and Tableau

• At least 3 years of experience in root cause development and analysis 

• Strong written and verbal communication skills including drafting and communicating  presentations and analytical assessments to senior management. 

Preferred Qualifications:

• 5+ years of experience working in the financial services industry

• 7+ years of experience in Issue or Event manag