Sr. Associate Process Manager, Incident Management - Hybrid

The Enterprise Payments organization is at the core of how we move money at Capital One. We are a dynamic organization that manages our critical money movement rails (ACH, Check, Debit, Faster Payments, and Wires) as well as providing the oversight for our end-to-end payments strategy, operations and risk management for all payment types across the Enterprise. With each day, we approach foundational capacities with Enterprise thinking to optimize how we work in a well-managed way, for both ourselves and our customers.

As a Senior Associate, Process Manager within the Access, Incident and Crisis Management team, you will collaborate with a team whose focus is to provide a high-quality, well-managed Incident Management service to the Enterprise Payments organization, while also ensuring we maintain a strong risk posture to minimize our overall risk footprint.

A common day in this role will include Incident Management monitoring, analysis and reporting.  You will be responsible for assessing data to provide top notch recommendations, enabling Enterprise Payments to meet their operational goals.

What would make you successful?

• You enjoy working in a role that is fast-paced and tactical in nature

• You have excellent customer service/relationship management skills

• You enjoy working as both an individual and team contributor

• You have excellent time management skills and are used to meeting/exceeding rigorous deadlines

• You have great communication skills (written & verbal)

• You are not afraid to dive into data and use it to help formulate direction and decisions

• You are not afraid to bring new ideas to the table and challenge the status quo

• You are digitally curious, with a drive to learn more about technology

• You operate as a self-starter and continuously develop project, process and technology skills

Job Responsibilities

• Monitor performance of Enterprise Payments network; respond to technical outages impacting customers and associates through all channels

• Responsible for ownership and execution of processes critical to the end user support and incident management function

• Establish and maintain formal process documentation

• Engage with Senior Leadership as needed, to communicate details and updates relating to high-severity incidents

• Interface between Enterprise Payments stakeholders and IT in a highly collaborative environment

• Compile and analyze advanced level reporting that is often complex, which includes gathering, transforming and presenting data to key stakeholders and external partners

• Partner with upstream and downstream stakeholders and other partners to support intent changes and makes adjustments timely in a well-managed way

• Participate in internal quality assurance controls and monitoring, including real-time review and editing of communications

• Partner with global teams to ensure round the clock support and health of the network

• Interface with Technology teams to assess impacts to operations during multi-user incident events

• Support ad hoc, enhancement or business-wide projects either independently or through partnership with support teams 

• Foster a culture of openness, collaboration and continuous improvement

Location: This role is hybrid, where you will be expected to spend 3 days per week working in the office and the remainder of the week working virtually.

Basic Qualifications

• High School Diploma, GED or equivalent certification

• At least 1 year of experience with data reporting and analytics

• At least 1 year of process or project management experience

• At least 2 years of experience using Google Suite

Preferred Qualifications

• Bachelor's Degree or military experience

• At least 1 year of experience supporting, partnering and interacting with internal business partners

• At least 2 years of experience with access management or incident management

• At least 2 years of experience with reporting and analytics

• At least 2 years of process or project management experience

• At least 3 years of experience using Google Suite

• BPM Certification

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.