Senior Manager, Enterprise Services Issues

2 months ago

New York, United States Capital One Full time
Center 3 (19075), United States of America, McLean, Virginia

Senior Manager, Enterprise Services Issues & Events (ES Risk)

Enterprise Services Risk (ESR) Senior Managers are experienced and progressive individuals that operate within a highly collaborative team environment to deliver value-added risk management services to our Business and Technology partners. The successful candidate will be an experienced risk management professional who understands cyber and technology functions and organizations, with strong analytical, planning, strategic thinking, organizational and communication skills.

As a Senior Manager for Problems (Issues & Events) in Capital One's Enterprise Services (ES) Risk Office, you will govern the portfolio of Problems ensuring that ES Risk meets or exceeds Capital One's policies and procedures for Problem Management. You will be responsible for continuous improvement and innovation of Problem related processes and drive the collective collaboration across all ES Risk and 1st Line of Defense teams. You will be responsible for partnering with associates across all lines of defense in further maturing our Issue and Event risk management practices. Additionally, you will represent ES Risk as the champion for the 2nd Line Multi-Business Governance Problem management process. Additionally, you will own reporting and trend analysis to executives.

Tasks and Responsibilities include:
  • Oversee the portfolio of all Issues and Events for Enterprise Services, collectively known as Problems.
  • Partner with Issue & Event managers, owners, and AEs in ensuring that all Problems are appropriately documented and managed in accordance with expected timelines and policies.
  • Conduct analysis, identify trends, and report on the status of the Problem program.
  • Design and deliver regular training for Issue & Event managers, owners, and AEs on their roles and responsibilities, methodology, and the tools leveraged to manage Problems.
  • Identify ways to improve and streamline the identification, assessment, and mitigation processes for Problems.
  • Demonstrate outstanding communication and partnership skills which are essential for interacting and communicating with key stakeholders across all levels to manage, inform, and influence outcomes.
  • Provide guidance to Enterprise Services teams in risk management principles in accordance with Enterprise frameworks.
  • Maintain awareness of risks, Issues, and Events within all Enterprise Services teams.
  • Foster effective partnerships and collaborate with First and Second Line technology and risk management partners.
  • Participate in risk and other management forums and contribute to continuous improvement of risk, Issue, and Event management practices.
  • Support and possibly lead cross-functional teams through various initiatives.
  • As applicable, support interactions with Internal Audit and Regulatory agencies.
  • Participate in and execute other special projects for the team on a periodic basis.
  • Develop and manage reporting tools, including Tableau dashboards.
  • Partner with the Central Governance Leadership Team to proactively drive innovation and change to further the program's aspiration to be best in class.


Basic Qualifications:
  • Bachelor's Degree or military experience
  • At least 4 years of experience working in the financial services industry
  • At least 5 years of experience in Issue or Event management, process and data quality, risk management, or audit, or a combination.
  • At least 5 years of experience in Cybersecurity, Technology, Risk Management, or Audit
  • At least 4 years of project or process management experience
  • At least 2 years of experience working in an Agile environment
  • At least 3 years of experience with administrative tools such as G-Suite and Tableau
  • At least 3 years of experience in root cause development and analysis
  • Strong written and verbal communication skills including drafting and communicating presentations and analytical assessments to senior management.


Preferred Qualifications:
  • 5+ years of experience working in the financial services industry
  • 7+ years of experience in Issue or Event management, process quality, risk management, or audit, or a combination
  • 7+ years of experience in the fields of cybersecurity, technology, risk management, or audit
  • 7+ years of experience in business process Management or project Management
  • 2+ years of experience with people leadership
  • Ability to partner and to interact effectively across organizational levels and business units and to influence as warranted and appropriate to drive consensus
  • Risk management, cybersecurity, or technology risk certifications
  • Business process management, Six Sigma, Lean , or project management/agile certifications.
  • 1+ year of consulting experience with a Big 4 firm


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.

New York City (Hybrid On-Site): $199,100 - $227,200 for Sr. Manager, Cyber Risk & Analysis

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 . 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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1- or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).

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