Operations - Process Manager - Sr

Job Title:
Process Manager - Sr

Location:

Richmond, VA and Mclean, VA Hybrid
Duration: 12 months Possibility of extension and conversion
Pay Rate: $43-$45/hr on w2 - without benefits

Overview:

This role will provide critical lift to the Collections Process Management team during a period of transformation and growth within Customer Resiliency. The individual will help uphold key program controls that support our most vulnerable customers, including those tied to go-to-market offers, customer communications, and delinquency progression.

Supporting the Process Manager, this role will independently lead account-level research, conduct root cause analysis, remediations, and deliver recommendations for control enhancements. The individual will navigate existing documentation to guide their work, proactively identify gaps or unclear scenarios, and recommend next steps to strengthen documentation, controls, and processes.

To succeed in this role, the right candidate must have excellent communication skills, an attention to detail, and the ability to think critically. This role requires frequent collaboration with multiple job families and teams to ensure we are mitigating risk while providing the best customer experience possible in moments that matter.

• Lead research and root cause analysis on control output to inform remediation and recommend targeted control or process enhancements.
• Present findings and recommendations to process owners and stakeholders to guide remediation actions.
• Identify and escalate trends that help to inform on targeted control or process enhancements.
• Ensure documentation is clear, current, and supports compliance, audit, and risk needs.
• Recommend and execute documentation updates to strengthen clarity, alignment, and operational effectiveness.
• Use existing documentation to guide analysis and identify gaps or inefficiencies.
• Develop supplemental materials as needed to reflect evolving processes and controls.
• Flag and escalate unclear scenarios or documentation gaps, proposing next steps when guidance is needed.
• Partner with risk, compliance, legal, and business stakeholders to validate findings and resolve issues.

• Strong analytical skills with experience in account-level research and root cause analysis.
• Comfortable navigating ambiguity and in a dynamic, evolving environment.
• Ability to prioritize and work in a fast-paced environment while managing multiple projects simultaneously.
• Highly organized and detail-oriented, with proven ability to produce audit-ready documentation.
• Proactive and resourceful, able to work independently while escalating appropriately.
• Effective communicator who can synthesize and clearly present findings and recommendations to a mid and senior level audience.

• Bachelor’s Degree or military experience.
• At least 2 years of process or project management experience.
• At least 1 year of experience with Google Suite (Gmail, Calendar, Drive, etc.).

• Current or Prior experience with the company is strongly preferred.
• Lean, Agile, Six Sigma, Business Process Management, or Project Management certification.
• Business Process Management (BPM) certified.
• 1 year of experience in Compliance or Risk Management.
• Experience in SQL and/or data visualization (e.g. Tableau).
• Experience or familiarity with Collections or Recoveries.