Sr. Associate, Process

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,Sr. Associate, Process
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 Process Manager within Capital One, you will work with extended teams across the enterprise to manage and improve your processes by ensuring we are keeping our promises to customers, meeting our regulatory commitments and continuously improving. You will work within an agile environment, collaborating with cross-functional teams so you'll also have the opportunity to learn from other job families like Data Science, Business Analytics and Product Management too.
Your Responsibilities :

• The process manager will be responsible for improving process improvements, validating business intent and working with internal and external stakeholders to ensure we are working towards improving customer experience.
• Develop and perform quality assurance routines, controls testing and assessment, and monitoring to measure and analyze process performance on existing processes.
• 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
• Using a variety of techniques and tools to document, define, manage and improve processes and channel performance, like Visual Management, Business Process Management, Lean, and Six Sigma
• Owning and managing issue troubleshooting and resolution
• Leveraging basic coding and/or data visualization (e.g. SQL, Tableau) to understand process health and emerging trends
• Maintain knowledge of regulatory and enterprise requirements and operational procedures, and ensure documentation is relevant and updated
• Proactively identify and mitigate risk by implementing well-managed processes and the use of quality management tools
• Prepare reports to share with regulators and analyze data to generate insights

Basic Qualifications:

• At least 3 years of experience designing, building, managing and improving processes
• At least 3 years experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively

Preferred Qualifications:

• Experience of using Lean & Six Sigma tools & methodology
• Experience working in the Financial Industry
• Experience working in an Agile workplace environment
• Experience in basic coding and/or data visualization (e.g. SQL, Tableau)

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 $94,800 - $108,200. 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).