Associate Relations Contact Team Lead

Associate Relations Contact Team Lead
The Associate Relations Contact Team (ARCT) Lead oversees a team of AR professionals who perform a variety of horizontal operations activities. The primary activities of this team include routing cases to the appropriate case owner or team, resolving associate and people leader inquiries, and managing internal processes and systems. The ARCT Lead participates in and manages AR case intake, case assignment, and resolution of certain case types.
Responsibilities of this role include:

• Lead a team of 3-6 associates in routing and responding to associate and people leader inquiries in a timely manner
• Monitor volume and partner with AR leadership to ensure appropriate staffing and coverage across the consulting and investigation teams
• Partner with the HR Help Center to ensure appropriate routing of cases from the central HR queue
• Ensure intake forms, email templates, and other case resources are kept current
• Perform monthly QA and Customer Satisfaction Survey reviews for each team member
• Manage internal policy and process repository
• Proactively identify impediments and appropriately resolve them using a network of peers and formal channels
• Interpret and balance company policy, associate needs, business needs while embodying our Values of Excellence and Do The Right Thing
• Manage confidential case data and other privileged information
• Participate in agile ceremonies and progress ARCT's story management in Jira
• Review current processes, contribute ideas for improvements, and own, partner, or support direct reports on implementation
• Support various internal AR processes
• Perform other related work as assigned

We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the qualifications to apply for this role.
Basic Qualifications

• High School Diploma, GED or equivalent certification
• At least 1 year of experience as a people leader

Preferred Qualifications

• 3+ years of HR experience
• Experience with inbox management and inquiry routing
• Experience with leaves, accommodations, disciplinary action, terminations
• Experience with Salesforce
• Ability to work effectively on a remote team
• Possess strong decision-making ability and a close attention to detail
• Ability to work under pressure and meet established standards
• Excellent verbal and written communication skills

Capital One is open to hiring a Remote Employee for this opportunity.
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Remote (Regardless of Location): $109,900 - $125,400 for Principal Associate, Associate Relations
McLean, VA: $120,800 - $137,900 for Principal Associate, Associate Relations
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to [email protected]
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).