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 (Mc Lean, 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.

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 3 years of experience in Process Management

• At least 2 years of stakeholder management experience

Preferred Qualifications:

• 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

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Mc Lean, VA: $108,900 - $124,300 for Principal Process Manager

Richmond, VA: $98,900 - $112,900 for Principal Process Manager

Wilmington, DE: $98,900 - $112,900 for Principal Process Manager

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at Recruiting Accommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).