Manager, Process Manager - Card Customer Identity

West Creek 8 (12080), United States of America, Richmond, Virginia
Manager, Process Manager - Card Customer Identity
Card Customer Identity is looking for a Manager-level associate with experience in process/risk management, and who is interested in growing their scope & experience to include Policy & Process ownership. The Card Identity Process Manager will focus on building experiences that add business value. They will create best in class customer and agent experiences while ensuring regulatory requirements are met. As part of the Card Customer Identity team you will partner with AML Compliance and AML Legal to ensure KYC/ AML related processes continue to meet regulatory requirements.
As a Manager of Process Management, you will lead teams in delivering flawlessly executed processes that improve business efficiency and drive results. You will create and modify processes while collaborating with smart and passionate leaders to influence results that have a direct impact on the company's bottom line. You will monitor data trends to measure effectiveness and install necessary benchmarks or thresholds to ensure data integrity. You will educate and gain buy-in from key stakeholders concerning the utilization of process to ensure appropriate execution each time.
The ideal candidate will have experience working in a strategy-oriented team or regulated operations, strong relationship-building & people management skills, creative problem-solving skills, and the ability to work in white space with unclear problem statements. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role.
General Responsibilities:

• Build & maintain a robust working knowledge of Identity policies & processes, AML Legal & Regulatory Requirements, and Identity Operational Execution
• Create & nurture a strong working relationship with Segments, FDO Operations, AML Advisory and Product/Tech
• Support Customer Identity Risk & Controls team with strong policy & risk ownership and creative problem solving as appropriate for audits, exams, and large initiatives
• Develop and drive the AML/KYC agenda for Application stage and post booking processes, with the goal of continuously improving performance & customer experience, with an emphasis on reducing manual efforts
• Develop subject matter expertise for Acquisitions and customer management processes, and identify areas to improve the AML aspects of these processes
• Support the Technology Transformation agenda by supporting other teams with ideas and/or assessments of new technology capabilities
• Collaborate on new tools which will enable automation in manual areas of the process
• Drive changes and execute high priority, regulatory driven process changes for AML
• Design, develop, and manage plans in a complex, dynamic environment
• Track and resolve process breakdowns
• Develop and maintain formal process documentation including procedures and process flow diagrams

Basic Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 4 years of experience in Process Management or Project Management
• At least 2 years of Continual Improvement experience
• At least 1 year of experience in People Management

Preferred Qualifications:

• 5+ years of experience in Process Management or Project Management
• 2+ years of experience in People Management
• 1+ years of experience working with Product and Technology teams
• Lean, Six Sigma, or Business Process Management certification

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
This role is hybrid meaning associates typically spend about half their time (2-3 days per week) in-person at one of our offices listed on this job posting . Monday and Fridays are enterprise- wide virtual work days . Tuesday, Wednesday and Thursday are in-person days for associates to spend time together working in our beautifully-designed team areas.
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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