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

About the position

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!

Responsibilities

• 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
• 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

Requirements

• 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
• 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
• 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 www.google.com, 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.
• 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.

Nice-to-haves

• 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