Sr. Associate, Process Management

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

Sr. Associate, Process Management

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 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 so you’ll also have the opportunity to learn from other job families like Data Science, Business Analytics and Product Management too.

Your Responsibilities:

• The process manager will be responsible for improving process improvements, validating business intent and working with internal and external stakeholders to ensure we are working towards improving customer experience.
• Develop and perform quality assurance routines, controls testing and assessment, and monitoring to measure and analyze process performance on existing processes.
• Leverage customer data, research and observations to craft actionable insights that help create strategies to improve customer experiences and drive operational performance.
• Define and implement process improvement agendas, driving efficiencies to create better experiences for our customers.
• Apply leadership skills such as communication and change management to help drive key priorities like product launches, technology changes, and continuous improvement initiatives.
• Using a variety of techniques and tools to document, define, manage and improve processes and channel performance, like Visual Management, Business Process Management, Lean, and Six Sigma.
• Owning and managing issue troubleshooting and resolution.
• Leveraging basic coding and/or data visualization (e.g. SQL, Tableau) to understand process health and emerging trends.
• Maintain knowledge of regulatory and enterprise requirements and operational procedures, and ensure documentation is relevant and updated.
• Proactively identify and mitigate risk by implementing well-managed processes and the use of quality management tools.
• Prepare reports to share with regulators and analyze data to generate insights.

Basic Qualifications:

• Bachelor's degree in Engineering, Business, Commerce, or Science or related fields;
• At least 3 years of experience designing, building, managing and improving processes;
• At least 3 years experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively.

Preferred Qualifications:

• Experience of 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).

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.