Sr. Associate, Operations

161 Bay Street (93021), Canada, Toronto,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 and helping us capitalize on efficiencies while constantly striving to improve our Customer Experience.
Your Responsibilities:

• The Operations Manager will be an individual contributor 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.
• Partner with third party suppliers (contact centers) to ensure key operational metrics (Service Level Agreements, Average Handle Time, Abandon Rate etc) and business targets are met while maintaining a high bar for quality (QA monitoring, Regulatory compliance)
• Gather, analyze and interpret data and metrics to evaluate operational performance and effectively convey results to stakeholders. Regularly evaluate the efficiency of existing business procedures and proactively propose improvements to achieve better business outcomes and enhance customer experience.
• 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.
• 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 man agement to help drive key priorities like product launches, technology changes, and continuous improvement initiatives

Basic Qualifications:

• Bachelor's degree in Business, Commerce, Engineering, or Science or related fields;
• At least 3 years experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively
• At least 3 years of experience managing projects or leading change initiatives
• At least 3 years of experience in a fast-paced, dynamic environment with proven ability to adapt to changing priorities, independent problem-solving, and exercising a high degree of autonomy.

Preferred Qualifications:

• 2+ years experience working in Contact Centres or related customer service functions
• Experience of using Lean & Six Sigma tools & methodology
• 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.
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 [email protected] . 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 [email protected]
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).