Sr. Associate, Process Manager (Hybrid)

Capital One•McLean, VA

21h•$80,800 - $101,300•Hybrid

About The Position

As a Sr. 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: Develop and maintain formal process documents (e.g. maps, and diagrams), and document processes and projects (creating project reports, presentations, business cases, and diagrams) as needed Responsible for data quality and Performance metric reporting (ex: Tableau reporting) Lead coordination of initiatives to ensure timeliness and completion (examples: Yearly Audit with Ops, Consolidation efforts, etc) Proactively suggest procedure & process improvements and lead "rebuild" efforts when needed Translate AI-driven insights into actionable business outcomes for leadership Identify risk triggers and trends across value streams in broader forums Perform annual review of written documentation in Shared Drive (maintain version & verification dates) Supports pod ceremonies, planning and documentation Relationship management - coordinates, influences and escalated impediments as needed on behalf of department to create transparency and LOB and dept needs are met Ensure completion of second approvals in system of record Resolve complex problems, where expertise is required to interpret against policies, guidelines or processes; escalate breakdowns in the process by asking the right questions and identify/ involve the right stakeholders to correct breakdowns Participate 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 Utilize a wide range of tools to deliver process improvements such as variation reduction, waste elimination, or risk mitigation Sustain a Well-Managed/process-driven environment General Responsibilities: Provides 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 agentic workflows can replace or augment manual steps in a business process 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) Develop a working knowledge of in-scope processes to partner with others in the pursuit of process improvement 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 2 years of experience in Process Management

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

Develop and maintain formal process documents (e.g. maps, and diagrams), and document processes and projects (creating project reports, presentations, business cases, and diagrams) as needed
Responsible for data quality and Performance metric reporting (ex: Tableau reporting)
Lead coordination of initiatives to ensure timeliness and completion (examples: Yearly Audit with Ops, Consolidation efforts, etc)
Proactively suggest procedure & process improvements and lead "rebuild" efforts when needed
Translate AI-driven insights into actionable business outcomes for leadership
Identify risk triggers and trends across value streams in broader forums
Perform annual review of written documentation in Shared Drive (maintain version & verification dates)
Supports pod ceremonies, planning and documentation
Relationship management - coordinates, influences and escalated impediments as needed on behalf of department to create transparency and LOB and dept needs are met
Ensure completion of second approvals in system of record
Resolve complex problems, where expertise is required to interpret against policies, guidelines or processes; escalate breakdowns in the process by asking the right questions and identify/ involve the right stakeholders to correct breakdowns
Participate 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
Utilize a wide range of tools to deliver process improvements such as variation reduction, waste elimination, or risk mitigation
Sustain a Well-Managed/process-driven environment
Provides 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 agentic workflows can replace or augment manual steps in a business process
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)
Develop a working knowledge of in-scope processes to partner with others in the pursuit of process improvement
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