Job Title: Provisioning Manager
Location: Richmond, VA, 23261, USA
Description: West Creek 4 (12074), United States of America, Richmond, Virginia
As a Provisioning Manager at Capital One, you’d have responsible for successful delivery and management of the current and future Identity and Access Management (IAM) platforms, tools and technologies. We are looking for a results-oriented IAM program lead with a solid financial service background and a proven track record of successful delivery and management of the IAM platform. You will work within an established team to provide security administration support to the internal end-user community. This role will be responsible for maintaining and supporting user and system account information, including access rights, security and system groups. You will need to be able to look at the “bigger picture” to ensure the right level of access exists at all times to ensure accounts and systems stay secure. As a Provisioning Manager, you will serve as an escalation point for questions and urgent matters internal and external to the team and be responsible for identifying root cause of issues to ensure future interactions are improved. In addition, you will also coach and train the team to ensure they are meeting all Key Performance Indicators (KPI’s). You will apply your strategic and analytical skills to major company challenges. You'll team with world-class professionals to develop and test strategies that ultimately impact the bottom line. To top it off, you will do it all in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation.
A common day in this role would include creating/defining strategy, challenging processes, managing the daily workload, providing coaching and training to a team of ~15 direct reports, and handling escalations and questions from team members and customers.
-Ensure team is administering system access by creating, maintaining and removing User and System Access rights based on authorized requests received through internal requests tools, in accordance with established procedures and within defined Service Level Agreements (SLA’s)
-Ensure team is responding to internal customer inquiries sent to team mailboxes within defined SLA’s
-Ensure team is resolving break/fix Incident (Trouble) tickets within defined SLA’s
-Ensure team is managing access to both internal and external applications
-Ensure team is supporting enterprise-wide compliance initiatives by complying with control requirements and standards when fulfilling requests
-Effectively manage priorities, communicate progress and raise impediments as needed
-Develop a full understanding of the processes and procedures in scope by the team in order to deliver a high quality provisioning service to our customers
-Successfully deliver on all Key Performance Indicators
-Challenge existing processes to be better
-Use your analytical, multitasking, and problem solving skills to take the initiative, strategize, and deliver
-Serve as a people manager to Contractors/Associates within the team
-Use knowledge of processes and procedures to identify and implement ways to make improvements within the team
-Provide coaching and feedback to the team to ensure they are continuing to grow and develop
-High School Diploma
-At least 1 year of Process Management experience
-At least 3 years of experience managing teams
-1+ year of experience in Identity and Access Management
-Excellent oral and written communication skills
-3+ years’ experience working within a fast-paced, high request volume, enterprise-level Provisioning Operations service
-1+ years’ experience with Incident Tracking and Ticketing tools, such as HP Service Manager or similar
-Ability to think outside the box to solve challenging problems and recommend solutions
-Ability to translate “tech talk” into “user friendly” terms
-1+ years’ experience working in an Agile-focused team
-5+ years’ experience leading a geographically-dispersed team
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
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.