Senior Associate Process Manager - Customer Protection

As a Senior 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: 

This role is hybrid, where you will be expected to spend 3 days per week working in the office and the remainder of the week working virtually.

Basic Qualifications:

• High School Diploma, GED, or Equivalent Certification

• At least 1 year of Project or Process Management Experience

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

Preferred Qualifications:

• At least 2 years of Project or Process Management Experience

• BPM, Lean, or Six Sigma Certification

• At least 1 year of experience applying AI prompting for process management efficiency

• At least 1 year of Customer Service experience 

• At least 1 year of Fraud experience 

• At least 1 year of experience using Jira