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Manager, Process Management - Customer Protection

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Job Details
Job Order Number
JC138008944
Company Name
Capital One
Physical Address

Wilmington, DE 19806
Job Description

802 Delaware Avenue (18052), United States of America, Wilmington, Delaware

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Manager, Process Management – Customer Protection

As the leader of the Bank Customer Protection Suspicious Activity Reporting (SAR) team, you will lead associates to deliver flawlessly executed processes critical to meet regulatory requirements for the Bank. You will monitor data trends to measure effectiveness and install necessary benchmarks or thresholds to ensure quality execution in a highly regulated process.

We are seeking dedicated, disciplined, professionals who excel in a team environment and are proven experts in operational execution and team leadership. This individual will have demonstrated that they can own and improve processes in the past, resulting in saving time and resources for the company. This individual must be able to effectively communicate and influence partners across the company and across multiple levels of the organization. They must display strong leadership skills and be able to create and nurture a culture where every person can bring their whole selves to work and has the ability to achieve their goals.

General Responsibilities:

+ Manage and lead a high performing team of 30-40 direct and indirect associates handling all Bank Secrecy Act (BSA) activities for Bank Fraud, including investigating and reporting suspicious activity

+ Monitor and execute metrics to measure efficiency and effectiveness of the process and team

+ Create and validate processes across the full value chain

+ Drive process improvements aligned with compliance requirements, associate experience and Capital One goals

+ Provide subject matter expertise on processes when representing the department in projects and other meetings, at all levels of the organization

+ Actively engage in the development of department goals and strategy inclusive of Analyst, TECH, Product, Intake, and Process team members

+ Create and maintain effective process controls

+ Engage with partners in Legal, Anti Money Laundering, and Risk to ensure alignment with regulatory requirements

Basic Qualifications:

+ Bachelor’s Degree or Military experience

+ At least 3 years of Team Management experience

+ At least 2 years of experience in Process Management

Preferred Qualifications:

+ 5+ years of experience in People management

+ 2 + years of experience in Fraud and/or Anti Money Laundering

+ 3+ years of experience in Process management

+ 5+ years of experience in Complex Problem Solving

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


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