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About the Role

As a Lead within the Operations team, you will work with extended teams across our Servicing network to deliver consistent, exceptional customer outcomes. Your work will directly help ensure we are keeping our promises to customers, meeting our regulatory commitments and helping us capitalize on efficiencies while constantly striving to improve our Customer Experience.

Responsibilities

• Take full end-to-end accountability for key operational portfolios, navigating ambiguity and "white space" to build, scale, and optimize operations.
• Adapt fluidly to shifting business priorities; possess the versatility to seamlessly pivot across different operational domains, master new subject matter quickly, and step in to support the broader Servicing Operations leadership team as needed.
• Serve as the Plan Manager for Servicing Business Continuity Plans (BCP), actively maintaining, updating, and stress-testing response strategies to ensure operational readiness and relevance.
• Contribute to the management of Servicing OpEx through budgetary oversight and workforce planning.
• Partner closely with Workforce Management to anticipate volume demands and scale resources effectively.
• Partner with internal teams and third-party suppliers to champion a high bar for agent performance, ensuring key metrics and quality benchmarks are consistently met.
• Leverage exceptional communication and storytelling skills to influence internal stakeholders and external partners, driving consensus on business objectives and improving the end-to-end customer experience.
• Partner with leadership to design and execute forward-looking operational planning that drives growth, profitability, and competitive success.
• Ability to travel occasionally to domestic and international Capital One locations (approx. 1–2 times per year) to support partner alignment and operational reviews.

Requirements

• 3+ years of experience managing operational portfolios, leading cross-functional projects, or driving change initiatives.
• Demonstrated success thriving in ambiguous ("white space") environments with a high degree of autonomy and independent problem-solving.
• Proven track record of operational versatility—the ability to rapidly master new, complex subject matter, adapt fluidly to shifting business priorities, and successfully pivot across different operational domains.
• Experience contributing to or managing workforce management frameworks and operational budgeting/costing, with a proven ability to turn complex data into actionable business strategies.
• A strong quantitative orientation with the critical thinking skills, with a demonstrated ability to diagnose structural business challenges and deliver grounded, data-driven recommendations.
• Experience partnering with and influencing diverse internal stakeholders and third-party/outsourced partners to drive alignment and project execution from inception to implementation.
• Exceptional communication and storytelling skills, with a proven capability to synthesize complex operational data into clear briefings that influence senior leadership.
• Experience navigating Customer Service Operations or scaled Agent Operations.
• Experience managing Business Process Outsourcing (BPO) partners and scaling agent operations across multiple sites, languages, or time zones.
• Experience utilizing continuous improvement methodologies (e.g., Lean Six Sigma) to optimize legacy processes, or experience working within Agile environments.

Skills

• Operational Leadership
• Autonomy
• Problem-Solving
• Learning Agility
• Resource Governance
• WFM Governance
• Analytical
• Stakeholder Influence
• Vendor Influence
• Strategic Communication

Location

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

Work Type

• Hybrid

Experience Level

• 3+ years

Salary/Compensations

• $108,900 to $124,300

Benefits

• Full coverage for spouses, domestic partners, and dependents
• Up to $3000 in mental health coverage
• Up to $5000 in tuition subsidies per year
• One-time Work From Home allowance

About the Company

• For over 30 years, we’ve been on a mission to change banking for good and build relationships by making credit accessible, simple, intuitive and rewarding.
• We want to help Canadians succeed with credit, because we believe in people — in our customers, in our associates, and in talent like you!

Equal Opportunity

• 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 ARCanada@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.