Work at Home- Issue Management and Change Manager, Principal Associate

Overview

Work at Home- Issue Management and Change Manager, Principal Associate

We are seeking a highly motivated process professional with excellent organizational and communication skills. A successful Bank Customer Resiliency(BCR) & Consumer Reporting and Protections (CRP) Issue & Change Manager is adaptable, applies integrated thinking, and supports the Bank's risk event standard. They will have a high level of exposure to every aspect of the Bank Collections and Recoveries, Credit Bureau, Bankruptcy, SCRA, from data management to regulatory compliance. They will proactively identify and resolve issues identified and will be critical to the strengthening of our Well Managed processes as we scale.

The Issue & Change Management Lead will be tasked with creating a process to centralize issues and ad hoc requests to improve our processes. They will be responsible for leading change management objectives that include planning the change, managing the change, and monitoring/reinforcing the change. They will work closely with all stakeholders internal and external to BCR & CRP to build advocates for many initiatives that BCR &CRP is driving.

If you are curious and eager to learn new things, love problem solving, have a deep reverence for risk and process management, this may be the role for you!

Tasks and Responsibilities include:

• Collaborate with process owners, operations, and accountable executives to influence results that have a direct impact on the company’s mission.

• Support business documentation changes and updates

• Support interactions with Internal Audit and Regulatory agencies related to our work, as applicable.

• Leading change management and building advocates for initiatives

• Collaborating with teams across the enterprise to build engaging and compelling content and experiences

• Building relationships within technology, vendors, and various stakeholders to help remediate issues and drive change

• Write, proofread, and edit communications needed to support strategic plans

• Deliver engaging content and experiences that brings strategies to life and raises associate engagement and advocacy

• Work effectively in cross-functional teams to advance the team and leadership’s change strategy and implement a range of creative solutions to reach key target audiences

• Understand the intent of our partners (e.g. Product Owners, Compliance, Legal, etc.) to effectively consult and develop change management plans

• Manage PRIME events/issues contaminant and remediation

• Manage a team with up to three (3) direct reports

• Manage all PRIME events/issues, Complaints, and Research/Remediation autonomously

• Drive trending analysis and look to create transparency upstream to drive end to end efficiencies

• Develop strategies to improve issue management, reporting and analysis using data and technology

We are looking for someone who can consult and drive efforts across multiple groups, who is obsessed with inspiring change through innovative experiences, content, and storytelling. A successful candidate will:

• Work closely with leadership to build out, manage, and execute strategic, creative campaigns through editorial, video, and graphic content

• Develop and execute successful change strategies including executive-level leader communications support and setting metrics to measure success

• Possess exceptionally strong written and verbal communication skills

• Present complex, subject matter in a clear, concise, and compelling manner

• Have experience with Product and how to create a Product roadmap

• Provide expertise in relationship building with proven ability to work effectively with multiple customers, including peers, executive leaders, and senior management

• Be self-motivated with strong organizational skills, attention to detail, and ability to prioritize

• Utilize strong presentation skills and engaging professional presence

• Possess an ability to translate technical information to non technical audiences

• Easily adapt to change and take on a growth mindset approach

Basic Qualifications:

• High School diploma, GED, or equivalent certification

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

• At least 1 year of experience with Google Suite or Microsoft Office

Preferred Qualifications:

• Bachelor’s Degree or military experience

• At least 2 years of experience in risk management

• At least 1 year of experience with root cause analysis

• At least 1 year of Agile experience

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

  • Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider

  • To validate ISP speeds from a Chrome browser, go to 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): $98,900 - $112,900 for Principal Process Manager

Richmond, VA: $98,900 - $112,900 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 [email protected] . 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 [email protected]

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).