Sr Associate Operations

About Capital One Canada.

For over 20 years weve 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 were a credit card company. But were more than that too. Were driven by what our customers want and how to make their lives simpler.

Were always looking for creative ways to offer digital solutions that make sense for our customers. With your help well build the next generation of banking in Canada based on customerfocused 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 Ones Servicing Operational strategy. Your work will directly help ensure we are keeping our promises to customers meeting our regulatory commitments helping us capitalize on efficiencies while constantly striving to improve our Customer Experience.

Your Responsibilities:

• The operations manager will be responsible for leading the of key strategic initiatives pertaining to the advancement of Capital One Canadas 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.

• 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 management to help drive key priorities like product launches technology changes and continuous improvement initiatives

Basic Qualifications:

• Bachelors degree in Business Commerce Engineering or Science or related fields;

• At least 3 years experience working in a crossfunctional environment ensuring stakeholder expectations are managed effectively

• At least 3 years of experience managing projects or leading change initiatives

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 onetime Work From Home allowance and enjoy our head office located conveniently across the street from Union Station.

Live wellphysically 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 yearand much moreyoull 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.

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 ator 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 Ones recruiting process please send an email to

Capital One does not provide endorse nor guarantee and is not liable for thirdparty 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).

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.

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 ator 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 Ones recruiting process please send an email to

Capital One does not provide endorse nor guarantee and is not liable for thirdparty 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).