Principal Associate, Process Manager - Velocity Black Operations (Remote)

at  Capital One

Locations: US Remote, United States of America
Principal Associate, Process Manager - Velocity Black Operations (Remote)
Velocity Black, a Capital One company, harnesses the power of artificial intelligence, the warmth of human experts and the convenience of the latest interfaces to help high-performance people actualize the full potential of their lives. It’s concierge, reimagined for the digital age.
By harnessing 24/7 chat, AI, and mobile payments, we help our customers do more and be more in the digital age. From access to the hottest restaurants to guaranteed upgrades at the world’s finest resorts. Make a custom request through the app and you will be chatting to our team within 1 minute, 24/7/365.
What unites us are the values we share: the relentless pursuit and celebration of excellence, actualizing the full potential of our lives, and impacting the world in a positive way.
Capital One provides a fast paced, dynamic environment where you can excel in your career. At Capital One, diversity, inclusion & belonging are valued at our core, sparking and enabling us to do good for our associates, customers and communities. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We nurture an environment that attracts and develops talent from all backgrounds and experiences, and empower our associates to do great work by creating a culture of belonging that values diverse perspectives, fosters collaboration and encourages innovative ideas – and are routinely recognized as one of the best companies to work for.
You will play a key role providing a range of support to the Velocity Black Operations Team. Obsessing over the customer experience and impact in all we do should be in your DNA, along with risk management and exceptional well managed judgment. You will provide critical leverage in overseeing several cross functional initiatives ensuring delivery, and effective communication across stakeholders. The candidate will need to possess a strong intellect and have a proven track record of influencing with excellent verbal and written communication skills, and working with a senior management team.
Your key operations and process improvement responsibilities will focus on merchant management strategy and oversight, financial operations, quality management of operations functions, and process improvement of these functional areas.

BASIC QUALIFICATIONS:

• High School Diploma, GED, or equivalent certification
• At least 3 years of Project or Process Management experience
• At least 3 years of Customer Facing Operations experience

PREFERRED QUALIFICATIONS:

• Bachelor’s Degree
• 6+ years of Project or Process Management experience
• 6+ years of Customer Facing Operations Experience
• 6+ years of People Management experience
• PMP, Lean, Agile or Six Sigma certification

• Lead the build out of centralized back office functions, focusing on creating efficiencies across business units
• Develop and deliver robust monitoring initiatives to include adherence to enterprise standards, and distinct line of business monitoring and controls
• Support analysis of customer complaints, developing frameworks for standards adherence and remediation plans
• Support the build out of Velocity Black AML Compliance Program including monitoring, reporting, and training
• Support financial and money movement operations by partnering with the finance team to enhance procedures and a control suite, with an emphasis on automation and scale
• Ensuring projects are being delivered on time and on budget within a challenging environment while simultaneously managing risk
• Partner cross-functionally with stakeholders to provide high leverage process improvement initiatives to effectively drive business outcomes
• Effectively advocate for and representing the voice of customers (internal and external) to influence organizational objectives, roadmaps and the overall customer experience
• Build credibility and trust within the team, with our customers, and with our stakeholders
• Manage and own risk issues discovery and remediation resolutions
• Apply strong communication skills to influence business decisions and inspire breakthrough results
• Regularly and systematically use data to uncover opportunities, track process performance, and influence decision making
• Perform regular analysis of results and subsequent drivers to identify and implement continuous improvement efforts
• Drive transformational improvements in the operations and customer experience / process