Capital One Canada
HeadofCanadaComplaints
Neural analysis suggests this role is
optimal for Senior candidates.
“Head of Canada Complaints at Capital One Canada. Skills: Process management, Cross-functional coordination, Vendor/stakeholder management, Operational metrics, Resource planning, Continuous improvement, Complaints handling process for banks in Canada, Risk assessment, Monitoring, Testing activities, Control design, Service Design methodology. Own the end to end Capital One Canada Complaints processes. Lead a cross functional team including Complaint Adjudicators, Operations Manager, Process Mana”
What You'll Achieve.
Promote trust and confidence by providing customers with a fair and efficient process for resolving complaints; Deliver excellence to your customers in every interaction; Ensure we are consistently keeping our customer promises; Improve our processes to deliver better experiences for our customers; Proactively identify and mitigate risk through implementing resilient processes and using quality management tools; Ensure the process remains current and compliant with Enterprise Complaints and Regulatory standards; Ensure regulatory compliance controls are operating and aligned to regulatory requirements; Promote scalable, sustainable and flexible operational processes through effective controls; Define and implement ever better associate and customer experiences through the Complaints program
Industry & Context.
Problem-solving mindset; Solving complex problems
What They're Looking For.
Must Have
Deep understanding of banking products and services, specifically the Complaints handling process for banks in Canada, At least 5-7 years of people management, leading a diverse team of process and operations job families, 2+ years of experience working in Complaints or similar regulatory environment, 5+ years of experience with Continuous Improvement strategies and execution, 5+ years of experience in Process, Operations or Risk management, 5+ year experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively
Nice to Have
Bachelor’s Degree in Business, Engineering, Commerce or Science, 5+ years of experience working in the Financial Industry, Proficiency with Lean and/or Six Sigma tools & methodology, Familiarity with Capital One data environment and/or basic SQL knowledge
What You'll Do.
Own the end to end Capital One Canada Complaints processes
Lead a cross functional team including Complaint Adjudicators
Process Manager and Complaints data analyst to thoroughly and critically assess and respond to a wide variety of complaints within the timelines established by management and regulatory agencies.
Liaise directly with customers in respect of their concerns
as well as internal partners
Coordinate and perform risk assessment
and testing activities with first and second line to ensure the process remains current and compliant with Enterprise Complaints and Regulatory standards
Manage control design and effectively challenge monitoring and testing activities to ensure regulatory compliance controls are operating and aligned to regulatory requirements
Build and manage interaction models with stakeholders across Product
sustainable and flexible operational processes through effective controls
Leverage Service Design methodology to define and implement ever better associate and customer experiences through the Complaints program
How You'll Work.
Team & Collaboration
Lead a cross functional team including Complaint Adjudicators, Operations Manager, Process Manager and Complaints data analyst; Liaise directly with customers in respect of their concerns, as well as internal partners; Build and manage interaction models with stakeholders across Product, Tech, Risk, Legal and Compliance; Foster an inclusive culture that enables the team to elevate each other
Communication Scope
Communication
Process & Methodology
Lead large strategic initiatives, Overall business management activities for Complaints processes
Full Job Description
161 Bay Street (93021), Canada, Toronto,Toronto, Ontario, Head of Canada Complaints **About Capital One Canada.** 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! **About the Team** Our Process Managers are deployed across all areas of the business - Fraud, Customer Service, Customer Acquisitions, Payments and more - and have a huge impact on ensuring we are consistently keeping our customer promises and solving complex problems to help make us more efficient. You’re guaranteed to be part of a smart, talented team of people responsible for creating and enhancing processes that aim to deliver excellence to your customers in every interaction. **About the Role** As the Head of Canada Complaints, you will play a crucial role in leading a team of Process and Operations Managers to promote trust and confidence by providing customers with a fair and efficient process for resolving complaints. To support future changes to the regulatory environment, we are seeking a leader who can bring a problem-solving mindset to lead this change. In this role, you will: * Apply excellent leadership skills, such as exceptional learning agility, communication and change management to help drive key priorities like product launches, technology changes, and continuous improvement initiatives * Manage the development and deployment of the management system to enable associates to collaborate, define intent, monitor performance, and improve our processes to deliver better experiences for our customers * Proactively identify and mitigate risk through implementing resilient processes and using quality management tools * Lead large strategic initiatives and overall business management activities for Complaints processes * Exhibit strong people management
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