Sr. Manager, Process Management

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

Sr. Manager, 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!

About the Team

Process Managers love solving problems and making things better. Our Process Managers are deployed across all areas of the business - Fraud, Customer Service, Customer Acquisitions, Payments and more - and have a huge impact on ensuring we are consistently keeping our customer promises and solving complex problems to help make us more efficient. You’re guaranteed to be part of a smart, talented team of people responsible for creating and enhancing processes that aim to deliver excellence to your customers in every interaction.

As a key member of the team, the Sr Manager, Canada Complaints will play a crucial role in leading a team of process Managers and Ops Managers that helps promote trust and confidence in the Bank by providing customers with a fair and efficient process for resolving complaints. To support future changes to the regulatory environment, we are seeking a leader who can bring a problem-solving mindset along with customer complaint experience to lead the process through this change.

About the Role

The Senior Manager, Canada Complaints is a highly motivated individual with experience working in a fast paced and dynamic environment who will:

• Apply excellent leadership skills such as exceptional learning agility, communication and change management to help drive key priorities like product launches, technology changes, and continuous improvement initiatives

• Manage the development and deployment of the management system to enable associates to collaborate, define intent, monitor performance, and improve our processes to deliver better experiences for our customers

• Proactively identify and mitigate risk through implementing resilient processes and using quality management tools

• Lead large strategic initiatives and overall business management activities for Complaints processes

• Exhibit strong people management skills; foster an inclusive culture that enables the team to elevate each other

• Demonstrate an exceptional risk mindset

• Exercise judgment to identify, diagnose, and solve problems

• Leverage team and other external stakeholders to get work done

• Focus on the sustainable implementation of systems and processes, and promote an environment where innovation and agile-learning are expected for success

• Demonstrate excellent interpersonal, communication, influence and organizational skills

Your Responsibilities:

• Own the end to end Capital One Canada Complaints processes

• Develop and maintain a high level of expertise in all regulations, directives and guidance which apply to the bank’s complaint processes

• Lead a cross functional team including Complaint Adjudicators, Operations Manager, Process Manager and Complaints data analyst that thoroughly and critically assess and respond to a wide variety of complaints – within the timelines established by management and regulatory agencies. This includes liaising directly with customers in respect of their concerns, as well as internal partners

• Coordinate and perform risk assessment, monitoring and testing activities with first and second line to ensure the process remains current and compliant with Enterprise Complaints and Regulatory standards

• Manage control design and effectively challenge monitoring and testing activities to ensure regulatory compliance controls are operating and aligned to regulatory requirements

• Coach and guide the team on designing, managing and improving the critical business process and its contribution to the overall business strategy

• Build and Manage interaction models with Partners and stakeholders across product, tech and other cross functional teams like Risk, Legal and Compliance

• Elevate high profile issues/risk to Compliance and business management for prompt resolution

• Promote scalable, sustainable and flexible operational processes through effective controls

• Leverage Service Design methodology to define and implement ever better associate and customer experiences through the complaints program

Basic Qualifications:

• Basic understanding of banking products and services

• At least 5-7 years of people management, leading a diverse team of process and operations job families

• 2+ years of experience working in Complaints or similar regulatory environment

• At least 5 years of experience with Continuous Improvement strategies and execution

• At least 5 years of experience in Process, Operations or Risk management

• At least 5 years experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively

• Bachelor’s Degree in Business, Engineering, Commerce or Science

Preferred Qualifications:

• 5 years of experience working in the Financial Industry

• Skilled knowledge of regulatory and compliance requirements

• Proficiency with Lean and/or Six Sigma tools & methodology

• Familiarity with Capital One data environment and/or basic SQL knowledge

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.

We may use your information for automated decision making. We may, for certain purposes, render a decision based exclusively on automated processing of your personal information as a part of the candidate screening process.

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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at ARCanada@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com