Sr. Associate, Operations

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

Sr. Associate, Operations

About Capital One Canada.

For over 20 years, we’ve been on a mission to change banking for good and build relationships by making credit accessible, simple, intuitive and rewarding. We want to help Canadians succeed with credit, because we believe in people — in our customers, in our associates, and in talent like you!

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.

About the Role

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 an Operations Manager within Capital One, you will work with extended teams across the enterprise to further Capital One’s Servicing Operational strategy. Your work will directly help ensure we are keeping our promises to customers, meeting our regulatory commitments, helping us capitalize on efficiencies, while constantly striving to improve our Customer Experience.

Your Responsibilities:

1. The operations manager will be responsible for leading the execution of key strategic initiatives pertaining to the advancement of Capital One Canada’s Operational Servicing Strategy. Initiatives will be related to areas such as: agent technology implementation, changes to supplier footprint, agent support, process improvement, and driving gains in efficiency.
2. Help manage internal partnerships with Capital One groups outside of Canada. This involves management of the relationship, key performance indicators, and weekly, monthly and quarterly ceremonies.
3. Leverage customer data, research and observations to craft actionable insights that help create strategies to improve customer experiences and drive operational performance.
4. Define and implement process improvement agendas, driving efficiencies to create better experiences for our customers.
5. Apply leadership skills such as communication and change management to help drive key priorities like product launches, technology changes, and continuous improvement initiatives.

Basic Qualifications:

1. Bachelor's degree in Business, Commerce, Engineering, or Science or related fields;
2. At least 3 years experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively;
3. At least 3 years of experience managing projects or leading change initiatives.

Preferred Qualifications:

1. 2+ years experience working in Contact Centres or related customer service functions;
2. Experience of using Lean & Six Sigma tools & methodology;
3. Experience working in the Financial Industry.

Working at Capital One.

Enjoy a hybrid work environment, with 3 days in the office. Build a comfortable workspace with our one-time, Work From Home allowance and enjoy our head office located conveniently across the street from Union Station.

Live well—physically, financially and emotionally. Receive support for you and those who are most important to you, with full coverage for spouses, domestic partners, and dependents. With up to $3000 in mental health coverage and up to $5000 in tuition subsidies per year—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.