Manager Process Management Customer Resiliency Job In Na

Job Description

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

Manager, Process Management - Customer Resiliency

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.

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.

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 Process Manager

At Capital One, Process Managers thrive in understanding how things work – that means designing and improving business processes, understanding and managing business risks and ensuring we have the right controls in place – and then making them better. Our team focuses on helping customers who have fallen behind on their payments by developing effective strategies to contact customers across a variety of communication channels and offering solutions to help bring them back on track. You’ll have the opportunity to partner with other job families like Data Science, Business Analytics, Product Management and also get to work with our Legal and Compliance teams.

The responsibilities include:

1. Inspire and empower a small team of associates, leading a culture of collaboration, continuous growth, and excellence in process performance.
2. Direct ownership of critical business processes as a Process Owner, supporting process managers with designing and implementing process improvements, managing risks and improving effectiveness of our controls.
3. Regularly evaluate the health of our processes through monitoring KPIs and share insights and risk mitigation plans with senior leaders and accountable executives.
4. 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.
5. Lead stakeholder engagement efforts and utilize exceptional communication, teamwork and influence skills to foster team alignment and drive process success.
6. Conduct and support regular risk governance activities on monthly, quarterly and annual cadence, including process level risk assessments, control assessments and testing, issue and event management, and audits.
7. Manage Business Continuity Planning for applicable processes.
8. Strategic planning, demonstrating the ability to set a vision, chart a path and execute with high impact.

Basic Qualifications:

1. Bachelor's degree.
2. At least 5 years of experience working in process management, risk management, continuous improvement or project management roles.
3. At least 5 years of experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively.
4. At least 2 years of experience leading a team.

Preferred Qualifications:

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

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.