Manager, Process Manager - PCG Intent & Governance

Manager, Process Manager - PCG Intent & Governance

Capital One, a Fortune 100 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 backgroundsguided by our shared Valuescome together to make Capital One a great company and a great place to work.

Card Servicing Strategy is at the forefront of rapid transformation of Card's customer servicing experiences, by delivering new technology & innovative strategies to reimagine how our customers engage with us and reinvent the tools we use to meet customer needs.

The Power of Attorney, Conservator, and Guardianship (PCG) L2 process team supports our customers in some of their most vulnerable & sensitive moments, by enabling a trusted 3rd party to get legal authority over an account and make decisions on the customer's behalf. The L2 process team is accountable for the well-managed end-to-end design, experience, and execution of this critical business process, as well as ensuring compliance with all applicable laws and regulations.

As a Manager on the PCG L2 Well-Managed team, you will lead a team of associates that support process governance, continuous process improvement, audit & exam support, and engagement with our 1st & 2nd line partner teams across the enterprise. You and your team will oversee & enhance processes to support our customers in some of their most vulnerable moments, while simultaneously ensuring we meet legal & compliance obligations on a highly scrutinized process. You will monitor data trends to measure effectiveness, ensure that governance and process documents are accurate and up to date, and work with the full team to create transparency into work that is being done, roadblocks and backlogs. You will get to work with operations, business analysts, and product teams to educate and gain buy-in from key stakeholders concerning the utilization of the process to ensure appropriate execution each time.

Job Responsibilities

• Manage a team of 3-4 associates, with responsibility for :
• L2 Process Documentation & Artifacts
• L2 Process Well-Managed Activities
• Issue & Event Management
• Exam & Audit Engagement Support
• Continuous Process Improvement
• Escalated Case Handling / Support
• Create & maintain engagement forums with our partners in Channels Servicing, Legal & Compliance, Auto Servicing, and Bank Servicing to enable communication and awareness of relevant work in the L2
• Work with our Channels & LOB Servicing partners to understand their needs, identify agent experience & execution improvement opportunities
• Work with our Risk, Legal & Compliance partners to understand their perspectives on PCG & AML requirements & compliance risks, and how best to mitigate them
• Ensure that the PCG "Mailbox" is staffed and responds to internal requests for support in an accurate & timely manner, including engaging partner teams as appropriate to problem-solve
• Identify resources and work required to deliver process improvements, support organizational priorities, and synthesize them into high-level plans that are easily consumed by stakeholders, and drive delivery of the work through collaborative partnerships
• Partner with Risk teams and appropriate SMEs to contain & remediate Issues / Events in compliance with the Event Management Standard
• Autonomously execute day-to-day activities & team management, identify & escalate risks or impediments as needed to leadership, and provide relevant updates to stakeholders as appropriate

Basic Qualifications

Preferred Qualifications

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.

McLean, VA : $126,700 - $144,600 for Manager, Process Management

Richmond, VA : $115,200 - $131,500 for Manager, Process Management

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 bonuses 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.

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.