Manager, Complaints Governance (Hybrid)

Manager, Complaints Governance (Hybrid)
The Manager level process manager in Bank Operations works with a team of associates responsible for compliance with the Enterprise Complaints program, oversight of audit and testing for the organization, and delivering flawlessly executed, well-managed processes that improve business efficiency and drive results. You will monitor, create and modify processes while collaborating with smart and passionate leaders to influence results that have a direct impact how the Complaints Organization is governed. You will measure effectiveness and install necessary benchmarks or thresholds to ensure integrity. You will educate and gain buy-in from key stakeholders concerning the utilization of process to ensure appropriate execution each time.
We are seeking a dedicated, disciplined leader who excels in a team environment and who can prioritize mission critical intent to ensure deadlines are met. This individual will have demonstrated that they have improved company processes in the past.,. This individual must be able to effectively communicate and influence partners across the company and across multiple levels of the organization. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic environment are essential to succeeding in this role. This individual must display strong leadership skills and be able to drive and motivate a team in delivering flawless execution of process improvement projects.
General Responsibilities:

• Lead and empower a team that is responsible for overall Complaints Program Governance, which includes but is not limited to Audit and Compliance Testing, Internal Risk and Control Testing, and ensuring the overall program is Well Managed
• Ensure compliance with all Enterprise Complaints Program routines and regulatory requests.
• Support continuous discovery, and improvement
• Work closely with key stakeholder partners, including but not limited to Legal, Risk, and Compliance, to collaborate on overall strategy, prioritization, processes, responses, and requirements
• Leverage agile methodologies to perform work, within smaller teams
• 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 problems, where expertise is required to interpret against policies, guidelines or processes; escalate breakdowns in the process by asking the right questions and identify/ involve the right stakeholders to correct breakdowns.
• Develop formal process documents (e.g. maps, and diagrams), and document processes and projects (creating project reports, presentations, business cases, and diagrams)
• Develop CTQ's and metrics to measure the health of existing, new or recently changed processes. Collaborate with operations teams to sustainably transition ownership where appropriate to production leaders.
• Periodically 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 training to internal customers on specific processes being changed; may deliver presentations, including up to the executive level.

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

• High School Diploma, GED, or equivalent certification
• At least 2 years of experience in People Management
• At least 3 years of experience in Process Management, Project Management, or Risk Management

Preferred Qualifications:

• Bachelor's Degree or Military experience
• 5+ years of experience in People Management
• 5+ years of experience in Process Management, Project Management, or Risk Management
• 1+ years of Agile experience
• 1+ years of experience in using Jira

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
Wilmington, DE: $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 bonus(es) 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.
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. 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.
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).