Principal Associate, Operations

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,Principal Associate, Operations
About Capital One Canada.
For over 30 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!
Our Capital One Team.
Yes, we're a credit card company. But we're more than that too. We're driven by what our customers want, and how to make their lives simpler.
We're always looking for creative ways to offer digital solutions that make sense for our customers. With your help, we'll build the next generation of banking in Canada based on customer-focused 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 a Principal Associate 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:

• Execute on operational requirements as an individual contributor.
• Responsible for supporting the management of Servicing OpEx through budgetary and workforce planning. This role will provide important resource recommendations based on data-driven projections.
• Own the end-to-end operations for Fraud queues, partnering with internal stakeholders and third party suppliers to deliver smooth and comprehensive customer experiences in these moments that matter.
• Provide overflow support to the Servicing Operations team as needed, partnering with third party suppliers to ensure key operational metrics (Customer Satisfaction, Average Handle Time, Resolution Rate etc) and business targets are met while maintaining a high bar for quality (QA monitoring, Regulatory compliance)
• Anticipate volume demands and scale workforce to effectively and efficiently handle fluctuations. Analyze call center performance history to help guide the team towards optimal shrinkage, adherence, occupancy goals and production activities.
• Ensure alignment with business objectives while driving operational efficiency and reliably great customer service experiences.
• Support leadership in developing operational business strategies that will drive growth, profitability, and competitive success for Capital One's servicing operations in the face of shifting customer expectations and regulatory demands.
• Leverage exceptional communication, teamwork and storytelling skills to foster internal and external stakeholder alignment and success as a key member of the Operations team.
• Leverage judgment and influence skills to partner internally, improving customer experiences and driving operational performance.
• Potential for (limited) travel to domestic and international Capital One locations (approx. once or twice per year).

Basic Qualifications:

• Operational Expertise: 3+ years experience working in a cross-functional environment, effectively managing projects or leading change initiatives. Must have a proven ability to adapt to changing priorities, independent problem-solving, and exercising a high degree of autonomy.
• WFM Expertise: 1+ years of experience in Workforce Management (forecasting, budgeting, and costing) with a proven ability to turn complex data into actionable business strategies.
• Analytical Problem-Solving: A strong quantitative orientation with the critical thinking skills needed to identify business challenges and provide grounded, data-driven recommendations.
• Cross-Functional Leadership: Extensive experience leading high-performing teams and managing diverse stakeholders/outsourced partners to drive projects from inception to implementation.
• Influential Communication: An assertive, proactive communicator capable of synthesizing complex ideas and influencing senior leadership to reach alignment.
• Operational Flexibility: Ability to work independently without oversight and travel internationally 1-2 times per year as required.

Preferred Qualifications:

• Experience working in Customer Service Operations strongly preferred.
• Experience working with BPO firms and scaling the operations of agents across multiple sites, languages and time zones.
• Experience of using Lean Six Sigma methodologies to drive continuous improvement initiatives and experience working in an agile work environment.

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.
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.
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 [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).