Job Description

West Creek 8 (12080), United States of America, Richmond, Virginia

Senior Manager, Risk Events Lead - US Card Partnerships

Senior Manager, Risk Events Lead - US Card Partnerships

Description:

The US Card Partnerships Customer and Partner Solutions Team leverages our horizontal perspective and scope to build products, processes, and experiences that fuel efficient, well managed growth for the Partnerships business. 2021 will be a year of execution as we begin to realize the benefits from a multi-year effort to move from WHIRL to TSYS and Capital One Trade Credit platforms and offer our partners and customers more capabilities and efficiencies..

This position leads the team responsible for the Partnership Risk Event portfolio, providing horizontal, well managed support across partner and infrastructure teams. The scope of work includes managing breakdowns that occurred within PS SORs, PS-owned intent was wrong or breakdown was a result of partner actions. The team regularly engages with teams across the Enterprise and US Card to understand best practices, consult on customer experiences/risk and ensure consistency for customers. The PS RE team leads PS business teams through the Risk Events & Issues Management process including breakdown assessment and root cause analysis to ensure breakdown is fully understood for containment and remediation. The team regularly has the opportunity to identify and recommend/implement process improvements while effectively partnering with business customers and partners to achieve appropriate solutions. The team also leads and supports other well managed initiatives including MRA Remediations, Audits, Exams and Conversions.

Specific responsibilities include, but are not limited to:

* Managing and leading a high performing team of associates

* Event Lead accountable for PS Risk Event and Issue Management execution through established processes to mitigate risk to the company and ensure optimal customer experience.

* Understands and utilizes all Risk Management tools, playbooks and systems to document the risk and resolution as required

* Partner with Legal and Compliance to deeply assess risk exposure from breakdowns to provide guidance to the business

* Coordinates, influences and negotiates priorities with teams to ensure event goals/timelines are met; escalates when appropriate

* Drive prioritization recommendations and understands/articulates appropriate trade offs

* Leverage POD and Agile principles to most effectively contain and remediate customers and remove risks

* Streamline interactions with the business related to breakdown enhancement, event progress and process improvement opportunities

* Creation of effective metrics and reporting required to communicates status and updates to key stakeholders

* Establishing strong interaction models and relationships to collaborate with key stakeholders, ensuring delivery of commitments

* Research and problem-solving as needed to support the business

* Independently identify and evaluate key risks

* Training and development of others

* Lead and execute upon strategic well managed projects and initiatives

A successful candidate will have:

* Demonstrated outstanding communication, relationship building and collaboration across cross-functional teams

* Excellent interpersonal skills, including oral and written communication

* Exceptional collaboration skills necessary for interacting with key stakeholders across the Enterprise to manage, inform, and influence outcomes

* Strong judgment and critical thinking skills

* Excellent People Leadership skills, with demonstrated experience building and leveraging the capabilities of a high-performing team

* Strong team player with excellent organization and planning skills

* Capacity to deliver high quality work and effectively prioritize within a dynamic environment

Basic Qualifications:

* Bachelor's Degree or Military experience

* At least 5 years of experience in an operations or risk management leadership role

* At least 3 years of experience in Process management

* At least 3 years of experience in Project management

* At least 3 years of experience in People management

* At least 3 years of experience in Relationship management

* At least 2 years of experience in Financial Services

Preferred Qualifications:

* Experience as a Risk Event/Issue Manager

* Strong problem identification, resolution and analytical abilities

* Experience in management of multiple projects concurrently in an autonomous environment

* Subject matter expert in designated Risk Methodologies and corporate risk practices

* Masters Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science or Information Systems

* Process Management (i.e. LEAN, Six Sigma), Compliance (i.e. CRCM, CIPP, etc.), Business Process Management experience

* At least 5 years of experience in People management

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