Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.
Process Managers thrive in understanding how things work – that means designing business processes, understanding and mitigating business risks and ensuring we have the right controls in place – and then making them better. As a Process Manager within Market Operations, you will play a critical role in managing processes that have direct impact on Retail Bank Operations.
As a Principal Process Manager some of the work you will perform include:
Lead the Market Operations Issues and Change Management (ICM) process including, but not limited to:
Manage issue and change management request intakes
Participate and/or facilitate meetings with Ops, Risk, Legal, Compliance and key stakeholders to review issues/changes and discuss resolution strategies
Assist stakeholders in root cause analysis to thoroughly investigate the root causes of recurring issues and documenting applicable findings
Facilitate prioritization discussions to assist issue/change owner(s) in issue remediation and/or process change
Drive effective governance methodologies across the space through collaboration with process/operation managers, as well as risk, legal, and compliance partners
Create and manage various types of documentation, including issue logs & action plans, to ensure visibility and audit readiness
Documenting all communication related to the issues, including emails, meeting notes, phone / zoom recaps resulting in auditable documentation
Facilitate communication & alignment among different stakeholders throughout the issue and change management process
Create JIRA stories to track and monitor completion of applicable action items by process manager, business ops, or other executors involved in the change
Document lessons learned and best practices to inform future change initiatives
Engage with Sr. Leadership appropriately to escalate and/or gain necessary approvals for change implementation
Drive Market Operations Data Governance well managed activities ensuring enterprise policy standards are met
Support ad hoc projects as needed within the Market Operations organization
Maintain knowledge of applicable operational procedures and ensure documentation is relevant and updated
Learn and leverage process management tools and techniques that are part of the Define, Measure, Analyze, Improve and Control (DMAIC) toolkit
Cultivate a culture that is adaptive, inclusive and focused on associate growth and development that embraces our changing environment
Build expertise in the tools and interactions that are a part of your process and use that expertise to enable stakeholders in the process to successfully play their roles
Basic Qualifications:
High School Diploma, GED or equivalent certification
At least 2 years of Project or Process Management Experience
At least 1 year of experience using Google Suite or Microsoft Office
At least 1 year experience using JIRA and Confluence
At least 2 years experience with root cause analysis
Preferred Qualifications:
Bachelor’s Degree or Military Experience
Knowledge of Branch or Cafe procedures and policies
3+ years of Project or Process Management Experience
3+ years experience with root cause analysis
2+ years experience in governance management
BPM, Lean, or Six Sigma certification
PMP or Project Management certification
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.
McLean, VA: $102,700 - $117,200 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 RecruitingAccommodation@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
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
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).
Who We Are
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.