Principal Associate, Process Management

Our Capital One Team.

Yes, we’re a credit card company. But we’re more than that too. We’re driven by what our customers want, and how to make their lives simpler.
We’re always looking for creative ways to offer digital solutions that make sense for our customers. With your help, we’ll build the next generation of banking in Canada based on customer-focused values, compelling products and great engineering.

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 (remote and/or in-office). A flexible hybrid working model is one that creates the opportunity to match the work that we do to the environment that best supports that work. 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.

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.

A day in the life of a Capital One 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.

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

Responsibilities:

• Understand how your process works, proactively identify and mitigate risk and lead issue resolution when breakdowns occur.
• Identify and manage breakdowns that occur within your process by using a variety of process management techniques and tools.
• Structured approach to problem solving focused on defining problems and solutions based on data.
• Partner, collaborate and influence upstream and downstream processes, internal partners, US counterparts and industry peers to deliver results.
• Lead stakeholder engagement efforts and utilize exceptional communication, teamwork and influence skills to foster team alignment and drive process success.
• Establish practices to manage the day to day activities related to your processes.
• Monitor Key Results and Critical to Quality Metrics and share performance insights to stakeholders.
• Coach and mentor team members on process tools and methodologies.

Basic Qualifications:

• Bachelor's degree
• At least 4 years of experience working in process management, risk management, continuous improvement or project management roles.
• At least 4 years of experience working in a cross-functional environment.
• Experience in basic coding and/or data visualization (e.g. SQL, Tableau).

Preferred Qualifications
(Don’t have them all? Don’t worry. We’ll help you develop the right skills for the job):

• Professional designation like yellow belt, blue belt, black belt, PMP, etc.
• Experience in customer servicing related space.
• Experience working in an Agile workplace environment.
• Strong communication skills, with the ability to influence and collaborate effectively with stakeholders.

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.