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Onsite Principal Associate, Process Manager – U.S. Card Customer Resiliency
Posted 1 hour ago
About the role
- Principal Associate Process Manager managing and improving customer processes at Capital One. Seeking a dedicated professional to enhance service delivery and customer experience during transformational changes.
Responsibilities
- Develop, maintain, and streamline process documentation (including procedures and flow diagrams) and drive continuous process improvements.
- Understand customer needs and drive process improvements based on those needs.
- Conduct root cause analysis and perform quality assurance checks to ensure accuracy in the fulfillment of products and services to our customers.
- Track, problem-solve, and resolve process breakdowns.
- Navigate between day-to-day work and transformative project work in a fast-paced environment.
- Serve as a process subject matter expert to internal and external teams.
- Effectively collaborate with Product and Intent partners to deliver an end-to-end value chain.
Requirements
- Bachelor’s Degree or military experience
- At least 3 years of Process or Project Management experience
- At least 2 years of experience with Google Sheets for research and analysis, process tracking, including use of formulas and data reconciliation.
- Lean, Agile, Six Sigma or Project Management certification (preferred)
- Business Process Management (BPM) certified (preferred)
- 1+ years of experience in Compliance or Risk Management (preferred)
- Experience in SQL or data visualization (e.g. Tableau) (preferred)
- Experience or familiarity with Collections or Recoveries (preferred)
Benefits
- Performance based incentive compensation
- Cash bonus(es)
- Long term incentives (LTI)
- Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
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