Overview

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

Senior Manager, 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!

About the Team

The Senior Manager, Operations is accountable for the readiness and success of our outsourced global contact centres which deliver exceptional service to Capital One Canada customers via voice, back office and digital channels.  The successful candidate will be accountable for the success of our outsourced and insourced partner network, oversee all OpEx spend and Budgetary activities, and lead the team through the completion of high value, strategic initiatives which serve current business needs, and our forward looking strategy.  

About the Role

As a member of the Customer Solutions & Servicing Leadership teams, this leader will be held accountable to deliver customer satisfaction, create innovative customer experiences, and deliver cost effectiveness and operational improvements across all of our  Servicing channels. Importantly, he/she will deliver strong operating results and innovation while ensuring compliance with regulatory, legal, and other requirements.

Capital One believes that employee (associate) engagement, company culture, coaching, and a strongly supportive work environment are essential ingredients to providing memorable service experiences to our customers. There is a  direct connection between operating culture and the ability of that culture to create an environment where high touch customer service thrives – everyday. As such, the successful candidate will be an enlightened leader of cross-functional teams with superior skills in communication, cultural stewardship, employee engagement and an ability to include, empower and inspire people.

Your Responsibilities:

• Provide day-to-day leadership and management to a service organization that delivers excellent customer experiences. 

• Build interaction models and partner with the Canadian, Enterprise and external organizations, to influence the vision and strategy for our agent servicing experiences

• Ensure servicing experiences for Capital One’s credit card customers are continually performing effectively and efficiently,  while meeting all compliance and regulatory requirements.

• Influence policies and procedures to best meet the needs of our customers and associates.

• Lead transformation: Leverage automation, data analysis, and external partnerships to  manage the agenda for business, operational, process and technology-based change.

• Establish and run a management system, made up of ceremonies, controls and practices which allow the team to meet expectations on: key performance indicators, quality assurance, capacity planning, and budgetary commitments. 

• Develop and manage a strong team of experienced operational leaders whose primary focus is  operational excellence.

• Lead cross-functional, multi-disciplined operations teams in launching high value initiatives.

• Model and ensure leaders are exemplifying the enterprise leadership expectations with ability to inspire and empower our associates to do their best work while creating an inclusive environment for all associates.

Basic Qualifications:

• Post Secondary education

• 8+ years of leadership experience in operations, call center or customer service leadership role

• At least 5 years of Process Management experience OR at least 5 years of Project Management experience

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

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).