Senior Associate, Operations Jobs

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,

Senior Associate, Operations

Our Capital One Operations 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.

Role/Responsibilities

• Partner with third party suppliers (contact centers) to ensure key operational metrics (Service Level Agreements, Average Handle Time, Abandon Rate etc) and business targets are met while maintaining a high bar for quality (QA monitoring, Regulatory compliance)
• Manage operations expenditure within agreed budgets and assist in forecasting future spend.
• Partner with workforce management for resource planning, hiring and change management.
• Apply various methods for process improvement (Visual Management, Lean, Six Sigma) to continually enhance operational effectiveness, identify the root cause of issues and manage risk.
• Reconcile invoices and financial statements.
• Apply skills such as communication, negotiation, problem solving, change management to help drive key priorities like product launches, technology changes and continuous improvement initiatives.
• Regularly evaluate the efficiency of existing business procedures and proactively propose improvements to achieve better business outcomes and enhance customer experience.
• Provide subject matter expertise on business processes when representing the department on projects and other requests.
• Collaborate cross-functionally with teams as they execute marketing, operations and business strategies to ensure we are delivering exceptional products and services to our customers.
• Gather, analyze and interpret data and metrics to evaluate operational performance and effectively convey results to stakeholders.

The SA, Operations, is a highly motivated individual with experience working in a fast-paced environment, who will:

• Use metrics to identify opportunities to drive change; and be able to consult with, influence and present to more senior leaders employing analytical and problem-solving skills
• Focus on the sustainable implementation of systems and processes, and promote an environment where innovation and agile-learning are expected for success
• Demonstrate curiosity and an aptitude to learn new things – easily adopting new technology and embracing a customer-grounded mindset
• Demonstrate excellent interpersonal, communication and organizational skills
• Leverage direct team and other internal and external stakeholders to get work done – knowing who to partner with to achieve team goals, effectively prioritize work across multiple teams and client groups, driving results in a cross-functional manner
• Use knowledge of up/downstream dependencies and impacts to evolve strategies and influence agendas

Basic Qualifications

• At least 3 years of experience with customer experience, continuous improvement methodologies
• Bachelor’s Degree in Business, Finance or Commerce
• At least 3 years of vendor/relationship management experience
• At least 3 years experience in a call centre or operational environment

Preferred Qualifications

• Experience working in Customer Operations
• Experience working in the Financial Industry
• Experience working with third party delivery sites
• Experience working in an Agile workplace environment

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).

Job Category - Operations & Call Center, Operations, Customer Care