Capital One Canada
PrincipalAssociate,Operations
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optimal for Principal candidates.
“Principal Associate, Operations at Capital One Canada. Skills: Process management, Cross-functional coordination, Vendor/stakeholder management, Operational metrics, Resource planning, Continuous improvement, Workforce Management, Data-driven recommendations, Stakeholder alignment, Operational performance. Execute on operational requirements as an individual contributor. Support the management of Servicing OpEx through budgetary and workforce planning”
What You'll Achieve.
Deliver consistent, exceptional customer outcomes; Keeping our promises to customers; Meeting our regulatory commitments; Capitalize on efficiencies; Constantly striving to improve our Customer Experience; Deliver smooth and comprehensive customer experiences; Ensure key operational metrics (Customer Satisfaction, Average Handle Time, Resolution Rate etc) and business targets are met; Maintaining a high bar for quality (QA monitoring, Regulatory compliance); Effectively and efficiently handle fluctuations; Guide the team towards optimal shrinkage, adherence, occupancy goals and production activities; Ensure alignment with business objectives; Driving operational efficiency; Reliably great customer service experiences; Drive growth, profitability, and competitive success for Capital One’s servicing operations
Industry & Context.
Solving complex problems; Independent problem-solving; Analytical Problem-Solving; Critical thinking skills; Identify business challenges; Provide grounded, data-driven recommendations
Potential for (limited) travel to domestic and international Capital One locations (approx. once or twice per year), Ability to travel internationally 1–2 times per year as required, Hybrid work environment, with 3 days in the office
What They're Looking For.
Must Have
3+ years experience working in a cross-functional environment, effectively managing projects or leading change initiatives, Proven ability to adapt to changing priorities, independent problem-solving, and exercising a high degree of autonomy, 1+ years of experience in Workforce Management (forecasting, budgeting, and costing) with a proven ability to turn complex data into actionable business strategies, A quantitative orientation with the critical thinking skills needed to identify business challenges and provide grounded, data-driven recommendations, Extensive experience leading high-performing teams and managing diverse stakeholders/outsourced partners to drive projects from inception to implementation, An assertive, proactive communicator capable of synthesizing complex ideas and influencing senior leadership to reach alignment, Ability to work independently without oversight
Nice to Have
Experience working in Customer Service Operations strongly preferred, Experience working with BPO firms and scaling the operations of agents across multiple sites, languages and time zones, Experience of using Lean Six Sigma methodologies to drive continuous improvement initiatives, Experience working in an agile work environment
What You'll Do.
Execute on operational requirements as an individual contributor
Support the management of Servicing OpEx through budgetary and workforce planning
Provide important resource recommendations based on data-driven projections
Own the end-to-end operations for Fraud queues
Partner with internal stakeholders and third party suppliers to deliver smooth and comprehensive customer experiences
Provide overflow support to the Servicing Operations team
Ensure key operational metrics and business targets are met
Maintain a high bar for quality (QA monitoring
Regulatory compliance)
Anticipate volume demands and scale workforce to effectively and efficiently handle fluctuations
Analyze call center performance history to help guide the team towards optimal shrinkage
occupancy goals and production activities
Ensure alignment with business objectives while driving operational efficiency and reliably great customer service experiences
Support leadership in developing operational business strategies
Foster internal and external stakeholder alignment and success
Improve customer experiences and driving operational performance
How You'll Work.
Team & Collaboration
Work with extended teams across our Servicing network; Partnering with internal stakeholders and third party suppliers; Partner internally; Foster internal and external stakeholder alignment and success
Communication Scope
Influential Communication; Assertive, proactive communicator; Synthesizing complex ideas; Influencing senior leadership; Teamwork; Storytelling skills
Process & Methodology
Managing projects or leading change initiatives, Drive projects from inception to implementation
Full Job Description
161 Bay Street (93021), Canada, Toronto,Toronto, Ontario, Principal Associate, Operations ****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! ****Our Capital One 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. ****About the Role**** If you thrive in understanding how things work, making them better and solving complex problems by focusing first and foremost on the customer, then this role is for you! As a Principal Associate within the Operations team at Capital One, 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. ****Your Responsibilities:**** * Execute on operational requirements as an individual contributor. * Responsible for supporting the management of Servicing OpEx through budgetary and workforce planning. This role will provide important resource recommendations based on data-driven projections. * Own the end-to-end operations for Fraud queues, partnering with internal stakeholders and third party suppliers to deliver smooth and comprehensive customer experiences in these moments that matter. * Provide overflow support to the Servicing Operations team as needed,
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