Wire Authentication Services - Principal Associate
The mission of Enterprise Wire Operations (EWO) is to seamlessly facilitate each payment story with efficiency, expertise, appropriate risk awareness and due diligence. EWO has accountability for both inbound and outbound payment processing for multiple Lines of Business (LoBs) across Capital One. The Wire Authentication Services (WAS) team manages exception volume for customers ineligible for or otherwise unable to utilize preferred wire initiation channels. The functions of this team include manual wire initiation subject to dual review and the performance of customer callbacks, an upstream fraud screening strategy. EWO is seeking an experienced, results-driven, autonomous people leader to join the Wire Authentication Services team who is passionate about challenging the status quo. The individual in this role will lead WAS associates, while collaborating with leadership and numerous partners across the enterprise to deliver exceptional service while continually looking to transform the customer’s payment experience.
Duties and Responsibilities:
Responsible for leadership of WAS associates w/ hours of operation from 9am - 5:30pm eastern, Monday through Friday
Actively develop, manage and coach direct reports on a daily basis
Ensure processes are governed by comprehensive, documented procedures and management routines that are aligned with corporate policies, standards, and best practices
Act to ensure all service levels are met and exceeded.
Analyzes and evaluates operational procedures, recommends and implements modifications to improve quality and efficiency
Works with partner groups within product management and customer servicing groups across commercial, small business and retail lines of business to problem solve complex issues and drive process change
Manages department’s audit remediation efforts including establishing controls and securing approvals
Maintain process business continuity planning
Perform periodic self-audits to ensure compliance with internal and external procedures and regulatory requirements.
Ability to work in a rapidly changing environment where priorities may shift immediately
Demonstrate independence in solving complex problems
Bachelor’s Degree or Military Experience
At least 2 years of People Management experience
At least 2 years of Banking Operations experience
At least 5 years of People Management experience
At least 2 years of Process Management experience
At least 2 years of Operational Risk Management experience
At least 1 year experience with LEAN
At least 1 year experience with Six Sigma management methodology
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
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