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Sr. Associate, Process Manager, Manage Transaction Fraud

Job ID R118143 Updated date 07/29/2021 Location Toronto, Ontario
161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,

Sr. Associate, Process Manager, Manage Transaction Fraud

We are defining the next generation of banking in Canada, challenging the status quo.  We are looking for well-rounded, passionate, and analytical professionals to join our high performing culture focused on customer-centric design and data-driven problem-solving.

Our office is designed to foster collaboration and innovation. A quick walk around this place will reveal a lot of whiteboards and enough Post-It Notes to be meaningful to 3M’s bottom line. We’re also passionate about our associates having fun here, which is why we have a heavily used games room with foosball, ping pong, and more. And since it’s uncomfortable to do any of those things in a suit and tie, those aren’t required either. We have a business casual dress code because we believe our associates will do their best work when they’re feeling like themselves. We look forward to returning to all of this, when it is safe to do so.


As a Senior Process Manager at Capital One, you will apply your strategic and process skills to major company challenges. You will team with world-class professionals to develop new processes and experiences that impact the bottom line and our cardholders 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.

The Process Manager in this role will work within the Transaction Fraud space and will be an instrumental team member within a cross-functional pod of associates responsible for identifying, resolving and mitigating transaction fraud. The process covers everything from fraud strategy monitoring for trends and patterns, creating, implementing and refining fraud rules, operational execution for responding to reactive and proactive fraud notifications and  fraud alerts strategy and execution. All with the goal of reducing fraud instances for our customers and improving customer experiences.  



  • Manage delivery of the business process by defining and implementing a process improvement agenda aimed at automation and simplification to improve customer experience, mitigate risk, reduce fraud losses and drive operational efficiencies.

  • Collaborate with various departments (such as our Product teams. our data scientist team or our fraud service sites) in different locations to develop and execute effective and efficient fraud agent instructions

  • Apply leadership skills such as communication and change management to help drive key priorities like product launches, technology changes, and proactively identify 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 requirements and operational procedures, and ensure documentation is relevant and updated

  • 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 and knowledge of Fraud types within Financial Services

  • 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.