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Capital One Senior Associate, Process Management in Richmond, Virginia

West Creek 5 (12075), United States of America, Richmond, Virginia

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Senior Associate, Process Management

As a Senior Associate of Process Management, you will own the end-to-end payment experience for a high value retail partnership, flawlessly executing process improvements and new initiatives that improve business efficiency and customer experience. You will develop and enhance well-managed processes while collaborating with key stakeholders to drive results that have a direct impact on the company’s bottom line and customer experience. You will monitor data trends to ensure the desired outcomes are achieved and install reassess key performance indicators as necessary to drive improved process performance over time.

We are seeking a dedicated, disciplined, process professional who thrives in a team environment and is passionate about process improvement. This individual will have demonstrated the ability to improve company processes in the past, resulting in saving time and resources for the company. This individual must be able to effectively communicate and influence internal and external partners. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic and agile environment are essential to succeeding in this role. This individual must display strong leadership aptitude and the ability to drive and motivate peers, functional partners and suppliers to deliver flawless execution of our customer promise.

General Responsibilities:

  • Own end-to-end payment experience for customers within portfolio

  • Act as liaison between the bank and retail partner while handling any escalated issues in a timely manner

  • Effectively manage existing processes and continually improve, streamline and simplify

  • Create and validate new business processes

  • Ensure process documentation is kept accurate and up-to-date

  • Manage mail remittance vendor relationship and ensure adherence to contractual obligations

  • Proactively mitigate risk and quickly escalate and socialize issues with impacted business partners

  • Track monthly and annual budget vs actual costs within process area

  • Analyze metrics used to measure efficiency and effectiveness

  • Analyze trends in data, identifying nuances and potential issues and driving path to resolution

  • Act deliberately and with desired customer outcomes being of utmost priority

  • Provide subject matter expertise on processes in support of projects and change initiatives

  • Ensure customer payments are processed timely and accurately in accordance with Reg Z, which will occasionally mean supporting the process outside of normal business hours as processing issues arise

Basic Qualifications:

  • Bachelor’s Degree

  • At least 2 years of experience in Process or Project management

  • At least 1 year in Microsoft Office or Google Suite

Preferred Qualifications:

  • Business Process Manager (BPM) Certification

  • At least 2 years of experience in Business Management

  • At least 2 years of experience in Relationship Management

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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