As a Process Manager for the Controls and Governance Team, you will support the development, testing, and oversight of the control environment for Customer, Multilingual, and Digital Accessibility program areas. This role involves establishing and maintaining robust governance frameworks, ensuring enterprise-wide compliance with accessibility standards, and driving continuous improvement in risk mitigation through control design and execution. You will manage projects to identify, document, and implement tested controls in the Control Management System to significantly reduce the possibility or impact of potential risks. Additionally, you will be expected to handle control management support during risk and control assessments and ensure timely execution of remediation activities.

We are seeking dedicated, disciplined process professionals who excel in a team environment and are experts in process improvement. This individual will have a proven track record of improving company processes, resulting in time and resource savings. The ideal candidate must be able to effectively communicate and influence partners across the company and at multiple levels of the organization. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic agile environment are essential for success in this role.

General Responsibilities:

Control Strategy and Risk Mitigation

• Assist in the governance of the ADA Title III, Multilingual, and Digital accessibility control programs across all lines of businesses, ensuring enterprise-wide engagement and alignment through established standards and policies.

• Define and influence the strategic approach to the efficient organization, design, and infrastructure related to risk mitigation through the use of documented and tested controls in the Control Management System.

• Ensure adherence to Enterprise coverage requirements for all High and Medium impact RMAPs.

• Oversee mapping, ensuring applicability and understanding of rationale, to include mapping of shared control coverage.

• Identify and develop controls for new initiatives and/or processes, including consultation on where controls are needed.

• Design, implement, and refine metrics to measure process efficiency and effectiveness, creating regular updates and reports for stakeholders.

Control Management, Testing, and Remediation

• Identify, document, and close gaps between requirements and documented controls, including new control builds and updates to existing controls.

• Create and maintain test plans associated with control activities in the Control Management System to outline the specific steps required to determine the design and/or operating effectiveness of controls.

• Execute control execution testing on a regular cadence to ensure the end-to-end process performance aligns and to identify gaps, breakdowns, or inaccuracies.

• Ensure changes that impact the control environment are assessed and addressed in a timely manner, including changes in reporting, policies, and internal process updates related to controls.

• Maintain inventory of scripts leveraged to execute control activities and perform periodic reviews to ensure accuracy in details and execution.

• Support the research and resolution of process breakdowns, anomalies, and complaints associated with control failures, identifying root causes and implementing preventative measures.

• Consult on and perform updates to controls as needed to remediate observations driving control failures and/or ineffective control effectiveness ratings.

• Consult with event managers and process owners to mitigate issues or observations related to test failures or other control gaps, including the management of timely retests and data accuracy in the Control Management System.

• Ensure control details, test results, and risk/RMAP associations are accurate in the Control Management System.

Collaboration and Stakeholder Support

• Provide control management support during risk and control assessments as part of the IPA activities.

• Provide control support in audit engagements and exam interactions, such as providing control data, testing outputs and ratings.

• Utilize analytics and reporting to provide updates and operational transparency to the team and decision-makers.

Basic Qualifications

• High School Diploma, GED or equivalent certification

• At least 3 years of control testing or quality assurance experience

• At least 3 years of experience in Process management or Project management

Preferred Qualifications

• Business Process Management (BPM)

• Jira and Workboard Experience

• Control Management System or GRC platform experience for control documentation and testing

• Proficient knowledge of G Suites including Google Slides and Google Sheets

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.