Wilmington DE (80004), United States of America, Wilmington, Delaware
Hybrid Sr. Process Manager
In Horizontal Services, we provide horizontal support for the Bank Operations organization within Retail Bank. With each day, we approach foundational capabilities with horizontal strategies to optimize how we work in a well-managed and risk focused way, for both ourselves and our customers.
As a Senior Process Manager within the Bank Ops, Branch, and Cafe Access Team (BOBCAT), your focus is to provide high-quality, well-managed user access support to the Bank Ops organization, while also ensuring we maintain a strong risk posture to minimize our overall risk footprint.
A common day in this role will include working closely with our Bank Ops user base to understand access changes, questions, and concerns, and driving change to ensure risks are mitigated and access is well-controlled. Our support is critical in enabling our Bank Ops partners to meet their operational goals.
What would make you successful?

• You enjoy working in a role that is fast-paced and tactical in nature
• You enjoy collaborating with various value streams and stakeholders (eg/ Bank Ops teams, Risk, Fraud, Tech, etc)
• You have excellent customer service/relationship management skills
• You have great analytical skills that allow you to connect the dots across applications and teams
• You enjoy working as both an individual and team contributor
• You have excellent time management skills and are used to meeting/exceeding rigorous deadlines
• You have great communication skills (written & verbal)
• You are not afraid to dive into data and use it to help formulate direction and decisions
• You are not afraid to bring new ideas to the table and challenge the status quo
• You are digitally curious, with a drive to learn more about the applications used across Bank Ops, as well as the tools needed to perform your job
• You operate as a self-starter and continuously develop project, process and technology skills
• You work well with undefined processes, and enjoy the opportunity to build out new processes and standards, gathering inputs from users and reporting up & out on findings

Location: This role is hybrid, where you will be expected to spend about half of your working time in the office and half working virtually.
Job Responsibilities

• Assist in escalations for Bank Ops access requests, investigating and acting upon each request in a timely manner, providing updates and feedback to teams throughout the process
• Establish and maintain formal process documentation
• Engage and collaborate with Bank Ops teams to support projects that span across and/or beyond the Bank Ops organization
• Interface between Bank Ops stakeholders and/or IT/Product in a highly collaborative environment
• Compile, format and analyze access data that is often complex, then transform that data in order to tell a story, presenting it to key stakeholders and external partners
• Partner with upstream and downstream stakeholders and other partners to support intent changes and make adjustments timely and in a well-managed way
• Support ad hoc, enhancement or business-wide projects either independently or through partnership with other support teams
• Foster a culture of openness, collaboration and continuous improvement

Basic Qualifications:

• High School Diploma, GED or equivalent certification
• At least 2 years of experience using Microsoft Office or G-Suite

• At least 2 years of experience in Business Process Management, Project Management, Relationship Management or Risk Management

Preferred Qualifications:

• Bachelor's Degree or Military Experience
• Lean, Agile, Six Sigma, Business Process Management, or Project Management certification
• At least 2 years of experience in Access Management, Incident Management, or General Technology

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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.
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