Manager, Access and Incident Management; Hybrid

Position: Manager, Access and Incident Management (Hybrid)
## Manager, Access and Incident Management (Hybrid)
Apply locations:
Richmond, VA:
McLean, VA:
Wilmington, DEtime type:
Full time posted on:
Posted Todayjob requisition :
R245386

Manager, Access and Incident Management (Hybrid)
As a Manager, Process Manager at Capital One, you will be part of a smart, talented team responsible for access and incident management, governance and strategy for Customer Protection, the Retail Bank Fraud Management group.  You’ll team with world-class professionals to develop and own access governance, profile management strategy, BAU maintenance and management and more.  All in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation  We are seeking dedicated, disciplined, process professionals and analysts who excel in a team environment.

This person will have excellent communication skills, attention to detail, and can adapt to change quickly. The ability to influence up is key to success in this position. This is an excellent opportunity to continue your career in the field of Process Management and Staffing Analytics.
** Specific responsibilities include, but are not limited to:
*** Manage and lead a high performing team of associates in a virtual evolving environment that drives engagement, empowerment and inclusion
* Day to day oversight of multiple department processes to support LOB area: monitor, report, and plan process improvement or redesign initiatives
* Initiating and executing process improvements and leveraging other team members when appropriate, ensuring consistency and well managed practices across CP
* Prioritize new and changing intent to meet the needs of our process, teams and customers
* Understand the fundamentals of forecasting volumes
* Gain knowledge of business drivers through client partnership so that adjustments can be made to staffing models as variables in our staffing models change
* Partner with external departments on business changes that will affect staffing and/or call routing strategies
* Partner with forecasting stakeholders to create short term and long term staffing models to estimate department capacity needs
* Extract data from both our Workforce Management system and Amazon Connect Data (ACD) to establish day of week and time of day shrinkage patterns
* Build customized models that explain the relationship between occupancy and service levels
* Manage project plans so that resources are adequately allocated to support upcoming projects and deadlines are met
* Demonstrate expert level skills in Excel/Google Sheets; specifically at manipulating large data sets
* Extensive experience with call center metrics a plus
***
* Location:

**** West Creek 5 (Richmond, VA) or Center 2 (McLean, VA) or 802 Delaware Ave (Wilmington, DE) - 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 people management experience
* At least 2 years of Project Management or Process Management experience
* At least 2 years of experience using Google Suite or Microsoft Office products
** Preferred Qualifications
*** Bachelor’s Degree or Military Experience
* At least 2 years of access management or incident management experience
* At least 1 year of experience leveraging AI prompting to drive process efficiency
* At least 3 years of people management experience
* At least 2 years of experience writing communications and presentations for leadership and non-leadership audiences
*** 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…