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About the Role
This leader will be accountable to deliver customer commitments, create innovative customer experiences, and deliver cost effectiveness and operational improvements across their portfolio. They will deliver strong process results and innovation while ensuring compliance with regulatory, legal, and other requirements. The successful candidate will be an enlightened leader of cross-functional teams with superior skills in communication, cultural stewardship, employee engagement and an ability to include, empower and inspire people.
Responsibilities
- Build interaction models and partner with the Canadian, Enterprise and external organizations, to influence the vision and strategy for our fulfillment experiences
- Ensure fulfillment and customer experiences for Capital One’s credit card customers are continually performing effectively and efficiently, while meeting all compliance and regulatory requirements.
- Influence policies and procedures to best meet the needs of our customers and associates.
- Leverage automation, data analysis, and external partnerships to manage the agenda for business, operational, process and technology-based change.
- Establish and run a management system, made up of ceremonies, controls and practices which allow the team to meet expectations on: key performance indicators, quality assurance, capacity planning, and budgetary commitments.
- Develop and manage a strong team of experienced operational leaders whose primary focus is operational excellence.
- Lead cross-functional, multi-disciplined operations teams in launching high value initiatives.
- Model and ensure leaders are exemplifying the enterprise leadership expectations with ability to inspire and empower our associates to do their best work while creating an inclusive environment for all associates.
Requirements
- 8+ years of leadership experience in process, risk management or equivalent
- At least 5 years of Process Management experience
- At least 8 years of experience in management consulting, business transformation, process management, or operational risk management.
- At least 8 years of experience driving cross-functional strategic initiatives, managing enterprise stakeholders, and influencing senior leadership.
- At least 5 years of experience leading, coaching, and developing high-performing teams.
- At least 1 year of experience leveraging data analytics and business intelligence (e.g., SQL, Power BI, Alteryx) to optimize processes, assess risk, or drive strategic decision-making.
- Experience with vendor relationships and contracts
- Proven track record leading digital enablement, workflow automation, or enterprise technology implementations (e.g., SaaS rollout, AI integration).
- Experience using Lean Six Sigma tools and methodologies to drive continuous improvement and optimize workflows.
- Experience operating within the Financial Services industry or highly regulated, complex enterprise environments.
- Experience working in Agile workplace environments.
- Experience managing outsourced vendor relationships, BPOs, or third-party operations
Skills
- Process Management
- Management Consulting
- Business Transformation
- Operational Risk Management
- Cross-functional strategic initiatives
- Stakeholder Management
- Senior Leadership Influence
- Team Leadership
- Coaching
- Team Development
- Data Analytics
- Business Intelligence
- SQL
- Power BI
- Alteryx
- Vendor Relationship Management
- Contract Management
- Digital Enablement
- Workflow Automation
- Enterprise Technology Implementation
- Lean Six Sigma
- Continuous Improvement
- Agile
- Communication
- Cultural Stewardship
- Employee Engagement
- Inclusion
- Empowerment
- Inspiration
Location
- 161 Bay Street (93021), Canada, Toronto, Toronto, Ontario
Work Type
- Hybrid
Experience Level
- Senior Manager
- 8+ years of leadership experience
- 5+ years of Process Management experience
- 8+ years of experience in management consulting, business transformation, process management, or operational risk management
- 8+ years of experience driving cross-functional strategic initiatives
- 5+ years of experience leading, coaching, and developing high-performing teams
- 1+ year of experience leveraging data analytics and business intelligence
Education Level
- Bachelor's degree
- Lean Six sigma certification
Salary/Compensations
- 151,800 to 173,300
- Eligible to earn performance-based incentive compensation, which may include cash bonus(es)
Benefits
- Full coverage for spouses, domestic partners and dependents
- One-time Work From Home allowance
- Up to $3,000 in mental health coverage
- Up to $5,000 in annual tuition subsidies
About the Company
- 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.
- We embrace the responsible use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes.
- 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).
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.