Extended Ops Management - Principal Process Manager

Extended Ops Management - Principal Process Manager

Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared values, come together to make Capital One a great company – and a great place to work.

We are seeking an engaged and highly organized Principal Associate to serve as an Engagement Manager for multiple process areas within Extended Operations and, own and deliver OKRs in this space. In this role, you will be responsible for overseeing offshored processes, driving continuous improvements, and providing robust project management support. You will partner across Commercial and Enterprise teams to manage process stability, execute expansion efforts, and ensure rigorous vendor/captive management of offshored processes and risk management thereon.

Vendor/ Captive Management & Contract Management (Extended Ops):

• Act as the Engagement Manager for multiple offshore process areas by partnering with onshore stakeholders for offshore performance management, training and ongoing support

• Take accountability for offshore utilization, enablement, and delivery in assigned areas.

• Maintain knowledge and applications of contractual Statements of Work with the Vendor

• Proactively handle escalations, support new vendor transitions, and manage change management and tech changes/advancements related to offshore partners. Metrics & Data Management:

• Utilize in-depth knowledge of process performance and data collection methods to monitor utilization rates, working closely with the business and validate resource needs.

• Support onshore stakeholders on analysis efforts for root cause identification of any issues

• Provide insights to leadership on offshore performance through MBRs (Monthly Business Reviews) against contractual benchmarks. Develop and present project materials to the Leadership Team and stakeholders Process Improvements:

• Consistently step in for process and project management support, driving process improvements across assigned offshore areas.

• Define "well-managed" routines for process areas. Problem-solve for issues in the process and elevate as needed.

• Obtain feedback from onshore on offshore performance to drive continuous improvement

• Oversee all aspects of assigned offshore and team related projects and own status reporting. Identify and drive delivery for key milestones, risks, and mitigation efforts. Participate in touchpoints and provide status updates to senior leaders for your workstream in partnership with the program lead. Non- Associate & Talent Management:

• Responsible for new hire onboarding and offboarding activities, access management including mandatory training completion

• Serve as a strategic talent partner to both onshore and offshore to match offshore roles to talent This role is designated as a hybrid position. You are expected to adhere to Capital One's hybrid policy regarding required on-site presence at your designated office location.

Basic qualifications:

• Bachelor's Degree or Military experience
• At least 2 years of Commercial Banking experience

Preferred Qualifications:

• 2+ years experience in Supplier Management
• 2+ years experience with Process or Project management
• 3+ years of experience with Commercial Credit and Treasury Management Products, Commercial Operations processes, Commercial Underwriting & Portfolio Management
• 1+ years of experience with change management
• 1+ years of experience with G Suite applications

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.

For technical support or questions about Capital One's recruiting process, please send an email to [email protected]

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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).