Senior Associate, Process Manager (Work from Home)

Locations: US Remote, United States of America
Senior Associate, Process Manager (Work from Home)
Decision Quality is seeking a leader who is passionate about leading and developing front line associates and driving process improvements while influencing partners in forward thinking around control maturity, monitoring and testing. As a Sr. Process Manager you will manage the day to day functions of front line associates that perform Quality and Effectiveness reviews while using process knowledge to help deliver and drive enhanced value for teams within Customer Protection. This leader will support and monitor, effectiveness controls, enhance and design new controls. Collect and analyze data for reporting to support recommendations and manage formal process documents. Collaborate on projects and broader CP initiatives to represent business for changes that may impact department processes.
General Responsibilities:

• Day to day oversight of multiple department processes to supportLOB area: monitor, report, and plan process improvement and design new controls
• Establish and improve process and control inventory including, identifying process and control automation/improvement opportunities and implement them through collaboration with other groups such as the Risk, Legal, Compliance and the business; make final recommendations for approval on changes.
• Collect, analyze and measure process/control data, to initiate sustainable business practices and procedures and for reporting to senior leadership and executives; review data for trends and gaps in the process that may require additional review.
• Resolve complex problems, where expertise is required to interpret against policies, guidelines or processes; escalate breakdowns by asking the right questions and identify/involve the right stakeholders to correct breakdowns.
• Maintain formal process/control documents (e.g. procedures and process tool suite)
• Collaborate on larger initiatives, including representing department on broader change control forums for input and to represent department interests; may challenge forum decisions if outcome impacts department processes or strategy. May participate in cross-functional project teams, including projects driven by other parts of the organization, to provide input, liaise with control expertise, and partner with groups on execution efforts.
• Coach and train junior levels on controls design, testing and performance targets and goals
• Provide consultation to internal customers on specific controls they manage; may deliver presentations, including up to the executive level.
• Managing multiple tasks independently to meet deadlines
• Initiating and executing process improvements and leveraging other team members when appropriate

What skills you need to bring to the table:

• Communication: Delivers convincing & persuasive communication to teammates, managers, customers, and stakeholders
  Impact of communication goes beyond immediate sphere of influence.
• Problem Solving: Able to ask probing questions to understand business needs and Independently flexes own agenda to provide solutions in line with DQ brand. Able to see basic linkages between data and leverage existing frameworks/tools to explain results
• Job Specific Skills: Viewed as leader with solid knowledge across multiple functions.
• Influence: Is able to gain buy-in with limited or no help from managers. Effectively influences/persuades teammates

Work from Home Technology Requirements:

• A secure home office environment that is free from background noise and distractions
• A reliable private internet connection that is not supplied via cellular data or hotspot
  
  • A private network that is password protected where you have ownership or line of sight to every device on the network
  • Internet service must be provided by Cable or fiber Internet Service Provides (ISP)
  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
  • To validate ISP speeds from a Chrome browser, go to www.google.com , type Speed Test and run from the Google landing page
• Both Hardwire and WiFI internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
Work from Home Living Requirements:
This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live or work internationally, in the states of California, Hawaii, or US territories. If you are unable to attain the required Capital One Work from home compatible internet access or living requirements, Capital One reserves the right to rescind this offer.
Basic Qualifications:

• High school diploma, GED or equivalent certification
• At least 1 year of experience using Microsoft Office or Google Suite
• At least 2 years of of experience in people management
• At least 1 year of experience in Quality Assurance, Risk Management, Relationship Management, or Process Management

Preferred Qualifications:

• Bachelor's Degree or Military experience
• BPM, Lean, Agile, or Six Sigma certification
• 2+ years of experience writing communications and presentations for leadership and non-leadership audiences
• 2+ years of call center experience or customer service experience

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.
Remote (Regardless of Location): $74,000 - $84,400 for Sr. 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 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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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).