West Creek 1 (12071), United States of America, Richmond, Virginia Sr. Associate, Process Management - Customer Identity Management Team (Hybrid) As a Sr. Associate, Process Manager on the Customer Identity Management Team, you will be part of a smart, talented team engaged in our Operational Excellence journey for the Customer Identity landscape which includes control testing, risk governance, process improvements, partnership conversions, and intent creation. This role will directly support new and innovative opportunities supporting the monitoring, reporting and planning of process improvements and or redesign initiatives for our customer identity L2. You will collect and analyze data for supporting recommendations and manage formal process documents. Collaborate on project / agile risk teams as well as broader enterprise initiatives to represent the business for changes that may impact US Card department processes. Manage end to end control process environment to drive risk reduction through preventive control enhancements. Collaborate with 2nd line business stakeholders to build relationships to drive risk management activities through risk / issue event management. Design a new control environment / ecosystem based on risk based modeling to ensure proper control mix to drive a perpetual audit readiness environment. General Responsibilities: + Execution and support of Customer Identity control ecosystem while enhancing existing process documentation and playbooks + Lead incident support, awareness, and driving resolution with engagement across partner teams including Ops, Tech, Product, Compliance, and Intent + High level of engagement with our partner teams and leveraging those relationships/interactions to drive opportunities for Customer Identity + Lead projects in support of the broader Customer Identity Excellence strategy + Leverage data and technology to enhance monitoring and to reduce manual processes + Ensure a “Well Managed” approach to tools and documented processes used to deliver quality analysis and results + Day to day oversight of multiple processes which could include risk management of defects and or controls: monitor, report, and plan process improvement or redesign initiatives; define, establish, and manage process controls; identify process improvement opportunities and implement them through collaboration with other groups such as the Risk office, Tech and management; make final recommendations for approval on changes. + Collect, analyze and measure process data, to initiate sustainable business practices and procedures and for reporting to senior leadership and executives; review data for trends and gaps in the process that may require additional review. + Resolve complex risk defects, problems or transactions, where expertise is required to interpret against controls, policies, guidelines or processes; escalate breakdowns in the process or controls by asking the right questions and identify/ involve the right stakeholders to correct breakdowns. + Maintain formal process documents (e.g. procedures, work instructions, process artifacts and diagrams), and document processes, controls, risk management activities and projects (creating project reports, presentations, business cases, and diagrams) + Collaborate on larger initiatives, including representing departments on broader change control forums for input and to represent department interests; may challenge forum decisions if project outcome impacts department processes. May participate in cross-functional project teams, including projects driven by other parts of the organization, to provide input, liaise with training, and partner with groups on execution efforts. + Provide customer service and training to internal customers on specific processes they manage; may deliver presentations, including up to the executive level. ​ We are looking for individuals who excel in a team environment, have strong communication skills, integrative thinking and problem solving skills, and the ability to adapt to change quickly. Basic Qualifications: + High School Diploma, GED or equivalent certification + At least 2 years of experience in Business Process Management, Project Management, Relationship Management, Risk Management or Control testing ​ Preferred Qualifications: + Bachelor's Degree or military experience + 3+ years of Process Management, Risk Management, Relationship Management, Control Testing or Project Management experience + Lean, Agile, Six Sigma, Business Process Management, or Project Management certification **​** **At this time, Capital One will not sponsor a new applicant for employment authorization for this position.** **This role is** **_hybrid_** **meaning associates typically spend about half their time (2-3 days per week)** **in-person at one of our offices listed on this job posting** **.** **_Monday_** **and** **_Fridays_** **are enterprise- wide** **_virtual work days_** **.** **_Tuesday, Wednesday and Thursday_** **are in-person days for associates to spend time together working in our beautifully-designed team areas.** 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 (https://www.capitalonecareers.com/benefits) . 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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. 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