Work From Home Process Manager (Principal Associate) - Bank Servicing

Work From Home Process Manager (Principal Associate) - Bank Servicing

Our Principal Process Lead in Bank Voice, will lead a dynamic team of Delivery Consultants and Senior Delivery Consultants. In this role, you’ll support the team’s early identification of risks and impacts as changes are introduced to Bank Voice through our START change management pipeline. Through this, you’ll support and elevate vital stories and assessments of various intakes for senior leaders' awareness and action. For ongoing projects and key initiatives, you’ll support a diverse team of project and process managers as they provide ongoing updates of their work, bring critical decisions up to leaders, and monitor the release of changes as they go live. Our START process flow should thrive under your leadership, as you care for the intake process, approval oversight and support for a variety of needs that may arise on any given intake.

This Principal Process Lead role will also lead the creation of ongoing portfolio views that share the high-level risks and impacts of the initiatives. Through analytical monitoring of capacity dashboards, risk assessments and more, you’ll own the regular share out of a robust data-driven view of our Bank Voice change portfolio. By staying informed of Bank Voice priorities and leadership needs, you’ll gain buy-in to execute on enhancements that improve the implementation of change for the organization and key partners.

Critical Skills:

• Inspires and motivates others as an excellent team player to achieve individual and broader team objectives and results

• Collect and analyze data to enhance processes, pinpoint sustainable practices, and present findings and trends to leadership, emphasizing areas for improvement

• Ability to convey complex information in a clear and succinct manner, tailor style and content to audience/stakeholders

• Outstanding project, time, and organizational management skills, with the ability to multitask effectively

• Driven to overcome challenges and achieve objectives. Possesses a resilient mindset, viewing obstacles not as roadblocks but as opportunities for growth and innovation

• Skillfully cultivate and maintain strong, collaborative relationships with stakeholders and partners

• Passionate about the journey of a change and ability to connect with our external or internal partners to fully understand their needs

• Inspiring storyteller that feels comfortable presenting to teams at all levels from senior leaders to your direct reports. Able to influence without direct authority across leadership teams in business, technology, risk management, and operations

• Capacity to pivot and adjust plans, approaches, and priorities with ease, responding effectively to evolving requirements. Using sound judgment when pivot is self-directed

Essential Functions:

Here is a summary of the primary job functions of the Bank Voice Principal Process Lead:

• Lead our Delivery Consultants and Sr. Delivery Consultants as they assess, support and deliver changes through our START change management process

• Oversee incoming changes that will impact Bank Voice and assign them across the delivery team to drive necessary support and elevation channels for each effort

• Identify and seek to remediate risks that are identified as the team supports START initiatives - tracking, documenting, addressing the concerns with leaderships to ensure every change is supported with transparency, accountability, and successful delivery

• Own the START process for each intake from beginning to end through intake assessments, build out of support partners, oversight of progress, and critical delivery monitoring

• Provide leadership with strategic recommendations for ongoing projects and key initiatives, supporting the team’s elevation for key next steps, decisions and risk ahead of these deliveries

• Drive our ongoing portfolio views for changes that impact the Bank Voice call center, including the delivery of our robust portfolio management visuals that tell the story of how changes in START will impact the call center at a high level

• Share informative updates of the team’s work in flight through regular emails, MBRs and other means to drive leadership awareness (and action when needed)

• Coordinate support for change delivery by proactively engaging in deep partner relationships across Bank Voice support and horizontal teams, risk, compliance, well-managed, workforce and many more that improve our overall ability to deliver change well

• Spearhead dynamic change implementation by engaging stakeholders, coordinating cross-functionally, and allocating resources strategically

• Create compelling narratives based on change data that can foster data-driven decisions and pull in additional support for complex changes when needed

• Support and manage other duties and special projects as assigned

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 1 year of experience in people leadership

• At least 2 years of experience in project or process management

• At least 1 year of experience in Google suite

• At least 1 year of experience creating and sending out department wide communications

Preferred Qualifications:

• Bachelor’s Degree or equivalent Military experience

• 3 years of experience in project or process management

• 2 years experience in video content creation and graphic design

• 1 years experience drafting large scale communications

• 1 years event management experience

• At least 6 months experience working with Senior Leaders or on a Chief of Staff team

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that is not supplied via cellular data or hotspot is required

  • A private network that is password protected where you have ownership or line of site sight to every device on the network

  • Internet service must be provided by Cable or Fiber Internet Service Providers (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 is 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 Location 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 in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California. 

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): $93,400 - $106,600 for Principal Process Manager

 

Richmond, VA: $93,400 - $106,600 for Principal 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 (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

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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).