Sr. Associate, Process Management - Canada Complaints

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

Sr. Associate, Process Management - Canada Complaints

Our Capital One Process Management Team

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, that teamwork and respect for each other lead to superior results, and that risk management is everyone’s job. 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. ​

Working with us

How do we do things at Capital One Canada? We listen — to our people, and to our customers. We change with the times and have adopted a flexible hybrid model. Associates working in the hybrid model are expected to come into the office 3 days a week across Tuesdays and Thursdays, reserving Mondays and Fridays as company-wide virtual days. As was true before the pandemic, expectations of being in the office will be balanced with personal life flexibility. We recognize that everyone has a unique working pattern so we’re open to discussing flexible working arrangements that will best accommodate you.

At Capital One we’re committed to diversity, inclusion and belonging. We strive to build a culture where diverse perspectives are valued, innovative ideas are encouraged and inclusive behaviours are embedded in everything we do to positively impact associates. Strive to build a culture where diverse perspectives are valued, innovative ideas are encouraged and to help challenge the status quo and create the best outcomes for everyone. 

We’re focused on helping associates live well—physically, financially and emotionally. When you join us, we support you and those who are most important to you, offering full coverage for spouses, domestic partners, and dependents. We’ve designed our benefits program to be flexible, comprehensive and consistent across our organization. From health and fitness center discounts, to training and professional development programs—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.

A day in the life of a Capital One Sr. Associate, Process Manager - Canada Complaints

The Canada Complaints Team is responsible for establishing procedures for dealing with complaints while adhering to key principles of effectiveness, timeliness and accessibility. We’re looking for a Sr. Associate, Process Management on our team. The person will play a key role within our cross functional pod of associates responsible for ensuring customer complaints are resolved in compliance to our regulatory and enterprise standards. In this role you will be responsible for managing and improving the complaints process and supporting operations. This individual must be able to effectively communicate and influence partners across multiple functional areas including multiple levels of the organization. Strong data skills and analytical capabilities, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role. This individual must display strong leadership skills and be able to drive and motivate others in delivering flawless execution of process improvement projects. Knowledge of how to navigate regulatory requirements, as well as the development and management of process controls, will be critical to maintaining a well-managed process. This is an excellent opportu​nity to continue your career in the field of Process Management.

Be ready to join a community with some of the most talented people you’ve ever met, who see the customer first, and want to use their skills to make a difference. And, as a founder-led company, we’re inspired to make, break, and do good. So, let’s create something great together. 

Want to learn more? Check out life at Capital One!

Responsibilities: 

• Manage the Capital One Canada Complaints processes and ensure they are complying to all regulations and enterprise standards

• Provide oversight of the daily process flow including process performance, analysis, and responding to breakdowns as needed

• 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

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

• Maintain knowledge of regulatory and enterprise requirements and operational procedures, and ensure documentation is relevant and updated

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

• 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 complaints data to generate insights

Here’s What You’ll Need To Be Successful:

• A passion for problem solving with the ability to lean into challenges

• Excellent communication skills

• Self-starter, accepts ownership, must be capable of handling multiple tasks in a fast-paced environment

• Solid organizational skills including attention to detail and multi-tasking skills.
   

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)

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 RecruitingAccommodation@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).