Work at Home - Decision Quality and Controls, Principal Process Manager

Work at Home - Decision Quality and Controls, Principal Process Manager
Decision Quality and Controls is the face of Monitoring and Controls for Customer Protection. We take Quality monitoring to the next level by designing controls that are criteria based targeting key failure modes and testable meeting Enterprise Standards. We are looking for a process engineer with expertise in Data and Reporting that will fast track us into automation. In this role you will partner with key stakeholders across Retail Bank Fraud to automate and enhance dashboards, processes and reporting and craft compelling stories backed by data.
What We're Looking For In This Role:

• Drive forward strategy for execution of controls support including process assessments and enhancements, make recommendations and influence change
• Leads, influences, and mentors associates within a dotted line team through large and/or complex process or projects with significant impact, delegating and collaborating as appropriate that span across the function and requires cross functional influence to drive impact across job families, function, and/or business partners
• Possesses advanced knowledge of SQL, Teamsites and Tableau with the ability to build moderate to complex dashboards
• Responsible for making strategic improvements of processes or initiatives to enhance performance of job area and often works cross functional to provide strategic impact across broader organization
• Makes analytical assumptions independently and obtains the appropriate level of approvals
• Sets strategic direction for own job area to meet the overall team objectives while partnering with peers to set consistency across the director-level in order to have significant and long lasting impact on department results.
• Presents data driven presentations of medium complexity inside and outside of immediate team, autonomously influencing parties within and outside of job area
• Apply leadership skills such as communication and change management to help drive key priorities like technology changes and continuous improvement
• Analyze information to proactively identify risk, trends, and process improvements while reporting on risk topics to Sr Leadership
• Advise and consult with teams to help develop well designed products, practices and processes
• Consult and knowledge share with leaders to help build control subject matter experts
• Thoughtfully innovate by pushing the boundaries of how we do things, elevating the team by challenging current processes and articulating a point-of-view to drive change.
• Demonstrate sound judgment by independently considering and prioritizing urgent versus important work and making the right trade-offs to protect bandwidth and drive key results.
• Structure and solve medium-to-high complexity, open-ended problems, applying a structured analytical approach even when information isn't perfect.

An Ideal Candidate Will:

• Proactively bring stakeholders in and along the journey of projects/Business status
• Communicates effectively up and down the stakeholder spectrum (local team members to SLT audiences)
• Works with stakeholders to understand customer's needs and components required through regular engagement and works to achieve them with light guidance from manager
• Develops strong network of partners within Retail Bank and builds effective relationships
• Leads outward beyond immediate team and account for others priorities when driving work
• Influences the outcome of projects and efforts through SME knowledge, etc, not only delivering results but impacting outcome
• Successfully executes core work as part of a collaborative team in highly complex work assignments
• Understands business context to connect own work to broader organization work and begins to incorporate that into prioritization decisions
• Exhibits fungibility through multiple roles or team chances
• Escalates appropriately with thoughtful and creative recommendations on how to proceed
• Handles change in an effective manner
• Owns and effectively manages multiple pod lane priorities or objectives end to end with limited guidance and escalates appropriately
• Proactively adapts and re-prioritizes workload in response to needed trade-offs or additional/changing business context
• Demonstrates ability to independently tackle larger deliverables by building out an analysis/project plan and driving progress toward completion
• Deals effectively with ambiguous situations and provides a sense of clarity for the group to drive to a solution
• Proactively anticipates issues and resolves them or presents options to address them

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.
Basic Qualifications

• High School Diploma, GED, or equivalent Certification
• At least 2 years of stakeholder management experience
• At least 2 years of Risk and Controls experience
• At least 2 years of data reporting experience
• At least 1 year of SQL experience
• At least 1 year of experience building views in Tableau
• At least 2 years of experience using Google Slides

Preferred Qualifications

• Bachelor's Degree or Military Experience
• At least 3 years of stakeholder management experience
• At least 3 years of experience in Change Management or Process Improvement

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.
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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).