Associate Project Manager - Product, User & Platform Support Team

Associate Project Manager - Product, User & Platform Support Team

Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared values, come together to make Capital One a great company – and a great place to work.

As a Project Manager at Capital One, you will drive strategy and execute on high priority initiatives for the company. You will work with smart and passionate people to deliver results that have a direct impact on the company’s bottom line. You will take on important and exciting responsibility, working with key stakeholders across the Commercial Bank.

The Commercial Product, User & Platform Support Team provides user support for multiple internal applications. Our user & platform support model, playbooks, system administrative activities and consulting services help users that support our clients in delivering high quality experiences with uninterrupted application performance by standardizing requests, reducing the resolution time and enhancing capacity for our product & tech partners.

You will be working with a team of super users and help drive inquiry resolution and strategic & tactical changes for our platforms from fixes, enhancements, and audit support. You will  build partnerships with Operations and platform vendors to execute processes that improve business efficiency and drive results. You will create and modify processes while collaborating with others to influence results that have a direct impact on associate satisfaction & risk avoidance. 

General Responsibilities:

• Support and serve as Subject Matter Expert for Commercial Bank applications 

• Maintain and monitor user requests daily for our Commercial Bank applications received via intake or shared mailbox

• Troubleshoot and resolve problems or transactions, communicating with internal customers to breakdown inquiries

• Provide customer service and training to internal customers on specific processes they manage

• Provide support in cross-functional project teams, including projects driven by other parts of the organization, to provide input, liaise with training, and partner with groups on execution efforts

• Maintain formal process documents (e.g. procedures, job aides and guides)

• Work on small to medium-scale department projects that have a direct impact on the company - including project strategy, planning, meetings, status, documentation and delivery

• Working with Operations leaders and stakeholders in delivering platform updates and enhancements

• Assist with coordination of Operations testing and performing testing in support of initiatives or fixes

• Forge relationships with key stakeholders to ensure delivery of commitments

• Identify ways to improve and streamline business process

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

• Demonstrate organizational agility to adapt to changing demands

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 1 year of experience with Microsoft Office or Google Suite

Preferred Qualifications:

• Bachelor’s Degree or Military experience

• At least 1 year of Business Process Management, Project Management, Relationship Management or Risk Management experience

• PMP, Lean, Agile or Six Sigma certification

• Strong problem solving, communication and influencing skills

• Ability to actively participate and collaborate with team members to ensure successful inquiry resolution and project delivery

• Experience working with JIRA

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

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