Manager, Process Management

161 Bay Street (93021), Canada, Toronto, Ontario,

Manager, Process Management

About Capital One Canada

We've been helping millions of Canadians for over 20 years by providing them with access to credit when others wouldn’t. We're on a journey to put our customers first, and keep them there, by building modern technology solutions to simplify and humanize the world of credit cards. We have the positive energy of a startup, with the advantages of a big company.

Working with us

How do we do things at Capital One Canada? We listen — to our people, and to our customers. We change with the times and have adopted a flexible hybrid model. Associates working in the hybrid model are expected to come into the office 3 days a week across Tuesdays and Thursdays, reserving Mondays and Fridays as company-wide virtual days. As was true before the pandemic, expectations of being in the office will be balanced with personal life flexibility. We recognize that everyone has a unique working pattern so we’re open to discussing flexible working arrangements that will best accommodate you.

At Capital One we’re committed to diversity, inclusion and belonging. We strive to build a culture where diverse perspectives are valued, innovative ideas are encouraged and inclusive behaviours are embedded in everything we do to positively impact associates.

We’re focused on helping associates live well—physically, financially and emotionally. When you join us, we support you and those who are most important to you, offering full coverage for spouses, domestic partners, and dependents. We’ve designed our benefits program to be flexible, comprehensive and consistent across our organization. From health and fitness center discounts, to training and professional development programs—and much more—you’ll discover that Capital One is committed to helping you live your best life.

A Day in the Life of a Process Manager

If you thrive in understanding how things work, making them better and solving complex problems by focusing first and foremost on the customer, then this role is for you! As a Process Manager within Capital One, you will work with extended teams across the enterprise to manage and improve your processes by ensuring we are keeping our promises to customers, meeting our regulatory commitments and continuously improving. You will work within an agile environment, collaborating with cross-functional teams.

Here’s What You’ll Need To Be Successful:

• A passion for problem solving with the ability to lean into challenges
• Excellent communication skills
• Curiosity driven, self-starter, accountable and life long learner
• Solid organizational skills including attention to detail

Be ready to join a community with some of the most talented people you’ve ever met, who see the customer first, and want to use their skills to make a difference.

The responsibilities include:

• Inspire and empower a small team of associates, leading a culture of collaboration, continuous growth, and excellence in process performance
• Direct ownership of business processes as a Process Owner, accountable for supporting performers with designing and implementing process improvements, managing risks and improving effectiveness of our controls
• Launch customer-facing campaigns to support key Customer Management activities
• Regularly evaluate the health of our processes through monitoring KPIs and share insights and risk mitigation plans with senior leaders and accountable executives
• Apply various methods for process improvement (Visual Management, Lean, Six Sigma) to continually enhance operational effectiveness, identify the root cause of issues and manage risk
• Lead stakeholder engagement efforts and utilize exceptional communication, teamwork and influence skills to foster team alignment and drive process success
• Partner with customer research and design teams to understand and map out key customer needs to support improvement initiatives and new features or programs
• Strategic planning, demonstrating the ability to set a vision, chart a path and execute with high impact
• Understand and influence across a value stream, including tech, business, product, and operations

Basic Qualifications:

• Bachelor's degree
• At least 5 years of experience working in process management, risk management, continuous improvement or project management roles.
• At least 5 years of experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively
• At least 2 years of experience leading a team

Preferred Qualifications:

• Experience using Lean & Six Sigma tools & methodology
• Experience working in the Financial Industry
• Experience working in an Agile workplace environment
• Experience in basic coding and/or data visualization (e.g. SQL, Tableau)
• Experience working in customer research or practicing customer-backed problem solving

Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.