ARNETHA MITCHELL
Richmond
Summary
Dynamic Process Manager at Capital One with expertise in risk assessment and regulatory compliance. Spearheaded initiatives that reduced legal data misalignments by 90% and streamlined operations for 134 needs. Proven project management skills complemented by a strong ability to foster team morale and drive process improvement.
Overview
15
15
years of professional experience
Work History
Process Manager, Risk Mitigation and Solutions
Capital One
Richmond
01.2015 - Current
- Provide proactive risk mitigation practices to Customer Resiliency (CR) that not only protect teams and our organization but also help support evolving business strategies.
- Create visibility to testing services for stakeholders.
- Responsible for ensuring understanding of complex processes for 8 lines of businesses, their policy/regulatory environments impacting their processes, and effectively communicate to partner teams gaps identified through control and transactional Testing.
- Responsible for the E2E execution and strategy for Transactional Testing while managing the overall process.
- Stood up the testing framework for MRA and Audit remediation validations and the Risk Event containment validation process while addressing testing needs for business partners across the organization.
- Performed all activities necessary to conduct third party assessments effectively to ensure the processes the supplier put in place are compliant to both regulation requirements and Capital One's policy and procedures.
- Provide oversight for 134 Operational needs include socializing awareness for new initiatives, gathering impact assessments and/or addressing operational resourcing needs for Customer Resiliency (CR).
- Created visibility to Ops items for stakeholders.
- Created a self service option (along with process documentation) to identify when initiatives come through the Customer Resiliency (CR) Operations Intake process along with providing meeting notes and important support documentation on the team's google site.
- Performed all activities necessary to terminate/on-board attorney firms in the Legal network.
- Played a major role in the execution of decreasing the legal network from over 80 law firms to 39 law firms; created new policy and procedures.
- Led process improvement workstream to align account balances across three systems which decreased balance/legal data misalignments by 90% between law firms and Capital One.
Project Manager, Recoveries Legal Operations
Capital One
Richmond
01.2015 - 01.2022
- Responsible for planning, organizing, and directing the completion of specific projects for Customer Resiliency (CR) while ensuring they are delivered on time and within scope.
- Proven ability to coordinate and manage three independent projects that are ongoing at the same time in order to record and keep track of activities for the Estates 1st to 3rd Party Engagement, NAN Decommission, and NY Rewards projects.
- Responsibilities include maintaining structure, organization, addressing dependencies, executing of tasks, removing obstacles, and promoting the appropriate level of visibility for stakeholders.
- Led Cyber Risk remediation for Capital One File Transfer data shares of ~1400 data shares to determine if their Third Party Data Shares status.
- Partnered with Tech to register ~1200 file transfers to ensure additional protection of the data with third party vendors.
- Successfully led 10 legal law firm system conversions.
- Reviewed and delivered new system requirements and firm conversion testing plans.
- Project manager for partnership conversions under the direction of the legal team to ensure that converted accounts adhered to legal intent.
- Effectively onboarded partnerships Walmart and Cabela/ Bass Pro legal portfolios into the legal network.
- Onboarded 48 law firms on to Legal's new document repository system.
- Partnered with the vendor to create access for firms, coordinated testing and training schedules to ensure law firms could upload legal documents to Capital One.
- Created onboarding schedule to roll out requirements to 3rd parties.
- Created policy and procedure and documented ongoing monitoring to ensure law firms were compliant with the new policy.
Operations Manager, Recoveries
Capital One
Richmond
01.2011 - 01.2015
- Managed, coached and developed 23 direct reports to meet individual and department monthly revenue performance goals.
- Pushed team to maintain great quality in audit reviews and customer calls.
- Manage business level metrics and reporting.
- Created and communicated call flow documents for agents to use with payment negotiating techniques which increased dollars collected to meet team and department goals.
- Revised 25 Disputes process tasks within the agent help system guide to incorporate new intent and process updates which brought clarity to agents when communicating with customers.
- Maintained high levels of morale through change for customer facing Disputes team by listening to concerns, communicating changes quickly and providing reasons for the change within the process and or business need.
- Played a vital role with Hardship redesign, which included training new account policies, designing new standard of work, interviewing and managing the hiring process and setting up associate work collectable queues.
Education
Bachelor of Science - Business Administration
New York Institute of Technology
Westbury, NY01.1992
Skills
- Risk assessment
- Process improvement
- Policy development
- Regulatory compliance
- Transactional testing
- Project management
References
Available upon request
Awards
BPM certification, 2012, Onboarding associates, Capital One FSB
Affiliations
Individual achievement for the overall completion of the EFG file migration
References
References available upon request.
Timeline
Process Manager, Risk Mitigation and Solutions
Capital One
01.2015 - Current
Project Manager, Recoveries Legal Operations
Capital One
01.2015 - 01.2022
Operations Manager, Recoveries
Capital One
01.2011 - 01.2015
Bachelor of Science - Business Administration
New York Institute of Technology
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