Operations Lead

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,Operations Lead
About Capital One Canada
For 30 years, we've been on a mission to change banking for good. We challenge the traditional bank stereotype, fostering a culture where innovation thrives and bold ideas are celebrated.
We're driven by what's possible, leveraging the power of data and technology to empower innovative solutions, inspire one another to dream boldly, and take transformative ownership of decisions and outcomes that directly impact millions of Canadians. Every challenge is an opportunity to lead from the front, working together toward a shared vision that extends far beyond banking.
We balance high-performance with investment in your long-term success, ensuring you have the support you need to do your best work. Here, you'll take full accountability for your path, upskilling through hands-on experience and mentorship, to turn your curiosity into a career built on your own terms.
Are you ready to redefine what's next?
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 a Lead within the Operations team at Capital One, you will work with extended teams across our Servicing network to deliver consistent, exceptional customer outcomes. Your work will directly help ensure we are keeping our promises to customers, meeting our regulatory commitments and helping us capitalize on efficiencies while constantly striving to improve our Customer Experience.
Your Responsibilities:

• Take full end-to-end accountability for key operational portfolios (including Fraud queues and broader Servicing ecosystems), navigating ambiguity and "white space" to build, scale, and optimize operations.
• Adapt fluidly to shifting business priorities; possess the versatility to seamlessly pivot across different operational domains, master new subject matter quickly, and step in to support the broader Servicing Operations leadership team as needed.
• Serve as the Plan Manager for Servicing Business Continuity Plans (BCP), actively maintaining, updating, and stress-testing response strategies to ensure operational readiness and relevance in a shifting operational landscape.
• Contribute to the management of Servicing OpEx through budgetary oversight and workforce planning. Translate data-driven projections into high-level resource recommendations that balance cost efficiency with operational resilience.
• Partner closely with Workforce Management to anticipate volume demands and scale resources effectively. Leverage performance history and operational metrics (occupancy, adherence, shrinkage) to guide the business toward optimal production activities.
• Partner with internal teams and third-party suppliers to champion a high bar for agent performance, ensuring key metrics (CSAT, Resolution Rate) and quality benchmarks (QA, Regulatory Compliance) are consistently met.
• Leverage exceptional communication and storytelling skills to influence internal stakeholders and external partners, driving consensus on business objectives and improving the end-to-end customer experience.
• Partner with leadership to design and execute forward-looking operational planning that drives growth, profitability, and competitive success in the face of evolving regulatory demands.
• Ability to travel occasionally to domestic and international Capital One locations (approx. 1-2 times per year) to support partner alignment and operational reviews.

Basic Qualifications:

• Operational Leadership & Autonomy: 3+ years of experience managing operational portfolios, leading cross-functional projects, or driving change initiatives. Demonstrated success thriving in ambiguous ("white space") environments with a high degree of autonomy and independent problem-solving.
• Resource & WFM Governance: Experience contributing to or managing workforce management frameworks (forecasting, capacity planning, and resource optimization) and operational budgeting/costing, with a proven ability to turn complex data into actionable business strategies.

Preferred Qualifications:

• Experience navigating Customer Service Operations or scaled Agent Operations.
• Experience managing Business Process Outsourcing (BPO) partners and scaling agent operations across multiple sites, languages, or time zones.
• Experience utilizing continuous improvement methodologies (e.g., Lean Six Sigma) to optimize legacy processes, or experience working within Agile environments.
• Learning Agility & Fungibility: Proven track record of operational versatility-the ability to rapidly master new, complex subject matter, adapt fluidly to shifting business priorities, and successfully pivot across different operational domains.
• Analytical Problem-Solving: A strong quantitative orientation with the critical thinking skills, with a demonstrated ability to diagnose structural business challenges and deliver grounded, data-driven recommendations.
• Stakeholder & Vendor Influence: Experience partnering with and influencing diverse internal stakeholders and third-party/outsourced partners to drive alignment and project execution from inception to implementation.
• Strategic Communication: Exceptional communication and storytelling skills, with a proven capability to synthesize complex operational data into clear briefings that influence senior leadership.

Working at Capital One
You'll be empowered to take end-to-end ownership of your work and your career, backed by a high-performance, hybrid culture and holistic suite of benefits designed to support your whole self.

• Take ownership of your own potential:
  Whether you're looking to upskill, pivot into new business areas, or master your craft, you'll have access to tools and mentorship to reach your potential and define your career trajectory.
• Find your rhythm:
  We believe trust fosters the flexibility and autonomy required to balance personal needs with a focus on high performance. We support a hybrid model - with 3 days in the office per week - that gives room for both collaboration and personal commitments.
• Benefits built for your life:
  We take a holistic approach to well-being, providing support for you and those who are most important to you. This includes: full coverage for spouses, domestic partners and dependents, a one-time Work From Home allowance to build your comfortable workspace, up to $3,000 in mental health coverage and up to $5,000 in annual tuition subsidies.

You'll find that Capital One is committed to helping you thrive and evolve every step of the way.
This posting is for an existing vacancy.
The expected annual salary range for this position is $108,900 to $124,300. This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es). Incentives could be discretionary or non discretionary depending on the plan.
We embrace the responsible use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. However, no hiring decisions are made using AI as every hiring decision is made by our hiring managers, business interviewers, and recruitment professionals. Our teams are equipped with training that empowers them to use AI responsibly.
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 [email protected] . 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 [email protected]
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).