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Capital One · 13 hours ago

Sr. Associate, ADA Customer Accessibility Process Manager

McLean, VA

Full-time

Onsite

Mid, Senior Level

$89K/yr - $101K/yr

2+ years exp

Capital One is a leading financial services company, and they are seeking a Senior Associate to drive compliance and effectiveness for the ADA program. The role involves process ownership, advanced data analysis, and leading strategic process improvements to ensure adherence to accessibility standards globally, with a focus on enhancing the customer experience.

BankingCredit CardsFinanceFinancial Services

Comp. & Benefits

No H1B

Responsibilities

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

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

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

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

Qualification

Process ManagementData AnalysisProject ManagementLean CertificationSix Sigma CertificationBusiness Process ManagementADA ComplianceConsultative MindsetCommunicationAttention to Detail