Senior Manager, Crisis Management - Retail And Direct Bank

Capital One Mclean , VA 22107

Posted 3 months ago

Knolls 5 (12022), United States of America, Glen Allen, Virginia

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Senior Manager, Crisis Management - Retail and Direct Bank

Capital One Bank's Crisis Management Team is looking for an individual to lead our efforts to quickly and effectively take care of our customers during a crisis. We must move beyond thinking about crisis management as an event, and make it a natural part of being well-managed. Working closely with our business and technology partners, we need to make sure we have set up practices and routines that establish the process and interaction for handling various types of crisis, and then set up the routines to continuously practice what we will do in an actual crisis. The candidate must be flexible to help the team stay abreast of the ever-changing risk environment, ensure we proactively protect our customer information, champion for continuous improvement, have a passion for partnering with a diverse set of stakeholders and must be comfortable operating in an Agile environment.

Responsibilities may include:

  • Develop practices and routines to ensure we are continuously improving our preparedness for a crisis

  • Develop and lead regular table-top simulations of various crisis events

  • Participate in enterprise and local communities of practice

  • Coordinate with business continuity and resiliency exercises

  • Develop deep engagement with a diverse set of RDB and enterprise teams

  • Focus on creating customer loyalty in moments that matter

  • Continuously improve the RDB Crisis Management Playbook

  • Enhance our ability to inform and empower associates during events

  • Lead customer focus groups to gain perspective and improve

  • Automate where possible to prevent issues from occurring

  • Strong oral and written communication, presentation, and influencing skills with a high level of attention to detail

  • Ability to take MVP1 and transform it into a sustainable effective process

  • Willingness to learn and grow

Basic Qualifications:

  • Bachelor's degree or military experience

  • At least 4 years of experience in Process Management, Risk Management, or Governance

  • At least 7 years of experience supporting and partnering with internal business clients

Preferred Qualifications:

  • 7+ years of Project Management experience leading cross functional projects and programs in Risk

  • 7+ years of Financial Services risk management experience

  • PMP Certification or Masters Certificate of Project Management (CPM)

  • Ability to set direction, manage expectations and lead cross-functional teams

  • Experience partnering with a cross-functional set of partners and influencing across an organization

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

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Senior Manager, Crisis Management - Retail And Direct Bank

Capital One