Senior Manager, Process - Customer Management and Risk Operations

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,
Senior Manager, Process - Customer Management and Risk Operations
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.
Process Managers love solving problems and making things better. Our Process Managers are deployed across all areas of the business - Fraud, Customer Service, Customer Acquisitions, Payments and more - and have a huge impact on ensuring we are consistently keeping our customer promises and solving complex problems to help make us more efficient. You're guaranteed to be part of a smart, talented team of people responsible for creating and enhancing processes that aim to deliver excellence to your customers in every interaction.
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.
A day in the life of a Capital One Senior Process Manager
Process Managers obsess about understanding how things work - that means mapping out business processes, understanding and mitigating business risks and ensuring we have the right controls and solutions in place - and then making them better. We work in agile, cross-functional teams so you'll also have the opportunity to learn from other job families like Data Science, Business Analytics, Product Management, and Software Engineering too.
As the Senior Manager, Process Management for Customer Management and Risk Operations, you will lead a team of process management associates who jointly own a number of critical customer outcomes in our customer management space. You will also be accountable for understanding critical regulatory changes and leveraging your process and risk expertise to ensure a well managed implementation. You will also be tasked with elevating risk management practices across Customer Management and leveraging data insights to make practices best in class. The leader in this role will be expected to coach associates and influence senior leadership to redesign and establish strategies to ensure our well managed agenda while we grow. They will be expected to also partner closely with our business analysts, product managers and software engineers, given the nature of the processes they manage are deeply rooted in our strategic agenda and technology stack. Additional responsibilities include:

• Manage the development and deployment of the management system to enable associates to collaborate, define intent, monitor performance, and improve our processes to deliver better experiences for our customers
• Lead large strategic initiatives and overall business management activities for Customer Management processes
• Exhibit strong people management skills; foster an inclusive culture that enables the team to elevate each other
• Demonstrate an exceptional risk mindset
• Leverage team and other external stakeholders to get work done
• Focus on the sustainable implementation of systems and processes, and promote an environment where innovation and agile-learning are expected for success
• Demonstrate excellent interpersonal, communication, influence and organizational skills

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 delivery of business processes by defining and implementing process improvement agendas, driving efficiencies, and using data 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
• Manage control design and effectively challenge monitoring and testing activities to ensure regulatory compliance controls are operating and aligned to regulatory requirements
• 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 analyse process performance on existing processes
• Promote Scalable, sustainable and flexible operational processes through effective controls

Basic Qualifications:

• Bachelor's degree in Engineering, Business, Commerce, or Science
• At least 7+ years of experience designing, building, managing and improving processes with a minimum of 3+ years of people leadership experience
• At least 5 year experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively

Preferred Qualifications
(Don't have them all? Don't worry. We'll help you develop the right skills for the job):

• Experience working in the Financial Industry
• Experience working in an Agile workplace environment
• Experience of using Lean & Six Sigma to drive continuous improvement initiatives
• Experience in SQL, Tableau and other data analytical techniques

About Capital One Canada
We've been helping millions of Canadians for over 20 years by providing them with access to credit when others wouldn't. We're on a journey to put our customers first, and keep them there, by building modern technology solutions to simplify and humanize the world of credit cards. We have the positive energy of a startup, with the advantages of a big company.
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).