Sr. Associate, ADA Customer Accessibility Process Manager
As a Senior Associate, Individual Contributor, on the Customer Process and Governance team within the Global Accessibility organization, you will be the key driver of the company's enterprise-wide compliance and effectiveness for the Title III Americans with Disabilities Act (ADA) program.
This role requires a highly motivated, self-sufficient process professional with a consultative mindset. You must rapidly assimilate complex, global processes to hit the ground running and drive immediate, measurable impact. Your focus will be on process ownership, independent monitoring, advanced data analysis, and leading strategic process improvement initiatives to ensure enterprise-wide adherence to accessibility standards and procedures globally, with a direct line of sight to the customer experience.
General Responsibilities: Global Process Governance and Management - Own, lead, and monitor all ADA Title III & Global equivalent processes, ensuring enterprise-wide compliance, effectiveness, and alignment with established global standards and policies.
- Define and implement comprehensive monitoring plans for ADA accommodation adherence across various global business units.
- Maintain and update comprehensive process documentation (including flow diagrams and procedures), ensuring consistency across all ADA processes globally.
- Independently track, analyze, and resolve complex process breakdowns across the enterprise, signaling anomalies and trends, and escalating significant risks to leadership.
- Develop and drive project plans for process development and re-engineering initiatives, collaborating with global partners to ensure flawless execution and adoption.
Advanced Case Management and Escalations - Manage and lead complex, escalated ADA accommodation and compliance case work, including in-depth assessment and communication with all internal and external stakeholders.
- Ensure appropriate workflows are followed and manage work in systems of records (Empath/JIRA/Manual).
- Conduct complex and escalated case work as needed
- Communicate outcomes, integrate feedback, and manage all process changes with Legal and Compliance partners on high-risk issues.
Process Improvement and Strategic Impact - Proactively identify, lead, and drive the implementation of significant process improvements and efficiencies to mitigate risk and effectively resolve issues within the ADA Title III space on an enterprise level.
- Act as an internal consultant to partner teams, using your process expertise to identify and implement sustainable, repeatable, and scalable business practices.
- Drive the research and resolution of customer complaints associated with ADA instances, identifying root causes and implementing preventative measures company-wide.
Data Analysis and Reporting - Collect, analyze, and measure process data to assess the effectiveness of business practices and compliance risk.
- Design, implement, and refine metrics to measure process efficiency and global effectiveness.
- Analyze, compile, and present data in meaningful formats for senior leadership, providing transparency and strategic insights into operational performance and customer experience
What Will Make You Successful A self-motivated individual contributor with a consultative mindset who can quickly assimilate complex enterprise-level ADA processes and independently drive results with minimal oversight.
Proven expertise in process improvement with a track record of driving change that results in demonstrable efficiency and resource savings.
Exceptional analytical skills and attention to detail, with the ability to manage multiple high-priority tasks and prioritize workflow effectively in a fast-paced environment.
Excellent written and verbal communication skills, with the ability to effectively influence and educate partners across the company, including executive-level communication.
Basic Qualifications: - High School Diploma, GED or equivalent certification
- At least 2 years of experience in Process Management, Risk, or Project management
- At least 2 years of experience in a financial or highly regulated industry
- At least 2 years of experience working in cross-functional teams
Preferred Qualifications: - Bachelor's Degree in Business Administration, Management, Finance, Human Resources, or a related field
- Lean certification or Six Sigma certification
- Business Process Management (BPM) certification
- Project Management Professional (PMP) Certification
- 3+ years of experience in Process Management
- 3+ years of experience in Project Management
- 3+ years of experience in the banking industry with ADA Title III experience or ADA Coordinator certification
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.
Richmond, VA: $80,800 - $92,200 for Sr. Process Manager
McLean, VA: $88,800 - $101,300 for Sr. Process Manager
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 Capital One Careers website. 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 (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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.
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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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