Senior Manager, Enterprise Services Issues

2 weeks ago

Richmond, Virginia, United States Capital One Full time
Job Summary

We are seeking a highly experienced Senior Manager to join our Enterprise Services team. As a Senior Manager, you will be responsible for governing the portfolio of Problems, ensuring that Enterprise Services Risk meets or exceeds Capital One's policies and procedures for Problem Management.

Key Responsibilities
  • 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.
Requirements
  • 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.
What We Offer

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.

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