Principal Associate, Process Manager (Hybrid)

Capital One•McLean, VA

2d•Hybrid

About The Position

Principal Associate, Process Manager (Hybrid) As a Principal Process Manager for Capital One’s Retail Bank Customer Protection Organization, you will be part of a talented, people-first organization responsible for supporting & transforming the customer and agent servicing experiences. You will regularly integrate and influence multiple groups and be seen as a strong change agent by our business partners in supporting strategy & implementation as it supports Customer and agent experiences. You will influence and gain buy-in from key stakeholders to ensure technology and processes deliver breakthrough business results. The ideal candidate will have demonstrated the ability to: Drive resolution of complex problems by applying process expertise to interpret against policies, guidelines or processes Facilitate discussions by asking the right questions and identify/involve the right stakeholders to correct breakdowns and recommend improvements Lead cross-functional projects by defining and aligning scope, acceptance criteria, and priorities to ensure timelines and budget are met while caring for up and downstream process impacts Implement a structured approach to problem solving focused on defining problems and solutions based on data while using a variety of process management techniques and tools like Visual Management, Business Process Management, root cause analysis and Lean Develop and nurture strong and effective working relationships with key business partners, with Line of Business leaders, and cross functional partners to ensure all areas are represented in the ideation, design and execution of their objectives through operational readiness and automated solutions Identify opportunities to leverage AI-driven insights to create actionable business outcomes for leadership Maintain lines of communication with peers and leadership to identify opportunities on cross-team synergies and alignment Partner, collaborate and influence upstream and downstream processes, and internal partners to deliver results Lead stakeholder engagement efforts and utilize exceptional communication, teamwork and influence skills to foster team alignment and drive process success Effectively communicate and influence partners across the company and across multiple levels of the organization. Autonomously drive process requirements on large cross functional teams Self manage personal bandwidth to juggle multiple priorities caring for visibility into delivery targets, commitments and progress Coach and mentor team members on process tools and methodologies Create and promote positive team environment by fostering a culture of innovation and sharing of best practices (ex: positive attitude, team spirit, set high standards, coach team members, and provide feedback) General Responsibilities: Autonomous oversight of process improvement work and collaborating with cross functional teams on larger initiatives Collect, analyze, and measure data to proactively identify trends and gaps to provide the business with actionable insights and recommendations Understand customers’ needs of the process and driving end to end customer process improvements Identify and implement process improvements driving issue resolution/risk mitigation activities Evaluate where manual steps and workflows can be automated or streamlined Utilize generative AI to accelerate process documentation (maps/FMEAs), synthesize large data sets for root cause analysis, identify hidden inefficiencies, and create standardized analysis assets (e.g., Gems) Act as a subject matter expert to effectively partner with others to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions Provide clear and timely communications, updates, and escalations to stakeholders Proactively manage through identification and resolution of risks across the value stream to maintain Well-Managed processes Document processes (utilizing Business Process Management artifacts - e.g. maps, and diagrams) and projects (creating project reports, presentations, business cases, and diagrams) Advocate and share job specific strengths for the betterment of the broader team or body of work Location: West Creek 5 (Richmond, VA) or Center 2 (McLean, VA) or 802 Delaware Ave (Wilmington, DE) - this role is Hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Requirements

High School Diploma, GED, or equivalent certification
At least 3 years of experience in Process Management
At least 2 years of stakeholder management experience

Nice To Haves

Bachelor's Degree or Military Experience
BPM, Lean, or Six Sigma Certification
At least 1 year of experience leveraging AI prompting to drive process efficiency
At least 1 year of customer service experience
At least 1 year of fraud or claims experience
At least 1 year of experience using Jira

Responsibilities

Autonomous oversight of process improvement work and collaborating with cross functional teams on larger initiatives
Collect, analyze, and measure data to proactively identify trends and gaps to provide the business with actionable insights and recommendations
Understand customers’ needs of the process and driving end to end customer process improvements
Identify and implement process improvements driving issue resolution/risk mitigation activities
Evaluate where manual steps and workflows can be automated or streamlined
Utilize generative AI to accelerate process documentation (maps/FMEAs), synthesize large data sets for root cause analysis, identify hidden inefficiencies, and create standardized analysis assets (e.g., Gems)
Act as a subject matter expert to effectively partner with others to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions
Provide clear and timely communications, updates, and escalations to stakeholders
Proactively manage through identification and resolution of risks across the value stream to maintain Well-Managed processes
Document processes (utilizing Business Process Management artifacts - e.g. maps, and diagrams) and projects (creating project reports, presentations, business cases, and diagrams)
Advocate and share job specific strengths for the betterment of the broader team or body of work