Manager, Servicing Channels Strategy

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,Manager, Servicing Channels Strategy

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.

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 (remote and/or in-office). A flexible hybrid working model is one that creates the opportunity to match the work that we do to the environment that best supports that work. 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.

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.

A day in the life of a Capital One Manager, Servicing Channels Strategy

It’s like management consulting, but better. (Seriously)

As a Manager, Servicing Channels Strategy, you will build on our vision of Digital First Servicing. You’re not just charged with coming up with great strategies that sound good on paper, but are asked to bring them to life through end-to-end delivery, measuring their impact through testing and monitoring, and ultimately being accountable for both business and customer outcomes.

You’ll lead a team of associates to gather and visualize customer data, storytell through presentations, collaborate with experts in areas like product and technology, and influence senior leadership on critical decisions. You’ll work with coding languages like SQL to query data, use spreadsheets and python-based notebooks to organize it, and slides to present it, along with a number of other modern analytics tools. We work in agile, cross-functional teams so you’ll also have the opportunity to learn from others like Data Scientists, Process Managers and Brand Researchers too.

You will conduct market and customer research to build a good understanding of customer personas and segments. You will leverage and analyze channel data to understand customer needs and how they are serviced today. You will apply your strategic and analytical skills to build a long term roadmap to Digital First servicing. You’ll team up with process, operations, product and tech professionals across the business to develop and test strategies that ultimately deliver seamless experiences agnostic of channel. And you will do it all in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation.

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:

• End-to-End Delivery: Able to partner with teammates in process management, technology, data science and others in order to not just imagine great strategies on paper, but deliver them to market with quality
• Risk: Evaluate risks related to credit, regulations and operational by testing hypotheses using rigorous monitoring and analysis
• Product: Help build targeted insights to inform the design and development of new customer experiences, as well as breakthrough technology and concepts designed to deliver on them. Establish a framework for effective decision making using quantitative data and sound judgment.
• People Management: Coaching and mentoring associates with a goal of developing and retaining talent at Capital One. Lead in an inclusive work environment, where teamwork, diversity and belonging are essential.
• Strategic Leadership: Develop a channels strategy that will drive customer loyalty, profitability, and competitive success for Capital One

We are looking for big picture thinking, analytically minded team players who possess a range of strengths:

• A team player: Helps us achieve more than the sum of our parts by collaborating effectively with others and encouraging an inclusive culture with diverse teammates.
• Results oriented: Focuses on driving impact both short and long term, and are able to drive and execute an agenda end-to-end from conception through to in-market delivery within an uncertain and fluid environment. Are not just about making recommendations, but getting stuff done.
• Influential communicator: Ability to communicate complex ideas both verbally and in writing, coupled with strategic influencing skills and the ability to drive agreement through intellect and interpersonal skills.
• Have a successful track record of thriving in an entrepreneurial and dynamic environment. Previous consulting experience is a plus.
• Strategically minded: A thoughtful decision maker who is able to bring actionable and grounded recommendations to senior leadership. Able to identify and synthesize business challenges and opportunities, and solve for them using analysis to make strategic or tactical recommendations.
• Strong people leadership: Ability to build and leverage the capabilities of a high-performing team, as well as business partners across the enterprise. They should foster innovation, drive critical decisions, hold business partners accountable, and be able to consistently deliver results.
• Analytically oriented: Experience in analytical problem-solving. Conceptual thinking skills must be complemented by a strong quantitative orientation, given that a large part of the business is based on rigorous analytics. Have demonstrated an aptitude in learning and growing their technical skills (e.g. Excel, SQL, and/or Python). You don’t hesitate to get into the complex details of a problem and do the work alongside your team.

Basic Qualifications:

• At least 2 years of direct people leadership experience
• A bachelor’s degree or higher
• At least 4 years of work experience with demonstrated ability to drive business strategy from inception to implementation, working with cross-functional teams

Preferred Qualifications

• A master’s degree
• 4+ years of experience in a related field such as consulting or financial services
• 4+ years of experience in data and/or quantitative analysis
• Experience in product ownership, change management, and project management

W e 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]

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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).