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Senior Associate, Process Management

Job ID R135812 Location Toronto, Ontario
161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,

Senior Associate, Process Management

As a Senior Associate, Process Management, at Capital One, you will apply your strategic and process skills to major company challenges. You will team up with world-class professionals to develop new processes and experiences that impact the bottom line and our cardholder’s lives. And you will do it all in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning and improvement, and rewards innovation.

We’re looking for a Senior Associate, Process Management on our Product Upgrades team. This person will play a key role within a cross-functional pod of associates responsible for delighting our customers by rewarding them with product upgrades. In this role, you will be responsible for managing existing product upgrades processes and help to develop, execute, and operationalize new product upgrades strategies. 

We are looking for someone who is super organized, a self-starter, a great communicator, and a creative problem-solver.  You love working with people and have a passion for helping others and making things better.  If this sounds like you, we can’t wait to meet you!

Responsibilities include:

  • Manage product upgrades processes, including continuous improvement of existing processes and design of new upgrade processes and strategies

  • Help launch new product upgrade programs to market, including owning comprehensive execution plans

  • Collaborate with various departments (such as Customer Service, Brand, Customer Design and Research, Legal, Compliance) to develop and execute effective upgrades plans 

  • Use a variety of techniques and tools to define, manage and improve processes, like Visual Management, Business Process Management, Lean, and Six Sigma

  • Develop and perform quality assurance routines, controls, and monitoring to measure and analyze process performance on existing processes  

The Basics…What We Need from You! 

  • Passionate about solving problems and making things better!

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

  • At least 2 years  of experience designing, managing, and improving processes

  • At least 2 years experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively

The Extras…What would be great for you to have:

  • Experience working in an Agile workplace environment

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

  • Experience within Financial Services or Customer Research / Design

  • Experience in basic coding and/or data visualization (e.g. SQL, Tableau). If you know how to write code and pull data, that’s awesome. If not, don’t worry as long as you have an interest in and aptitude for learning it.

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 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

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).

Who We Are

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.