Capital One Canada
Financial Services
Sr.Associate,Process
Neural analysis suggests this role is
optimal for Mid candidates.
“Sr. Associate, Process at Capital One Canada. Skills: Process improvement, Stakeholder management, Customer experience, Operational performance. Improve processes. Validate business intent”
What You'll Achieve.
Improve customer experience; Drive operational performance; Drive efficiencies
Industry & Context.
Problem solving; Root cause analysis
What They're Looking For.
Must Have
Bachelor's degree in Engineering, Business, Commerce, or Science or related, At least 3 years of experience designing, building, managing and improving processes, At least 3 years experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively
Nice to Have
Experience of using Lean & Six Sigma tools & methodology, Experience working in the Financial Industry, Experience working in an Agile workplace environment, Experience in basic coding and/or data visualization (e. g. SQL, Tableau)
What You'll Do.
Validate business intent
Work with internal and external stakeholders
Improve customer experience
Develop quality assurance routines
Perform controls testing
Measure process performance
Analyze process performance
Leverage customer data
Craft actionable insights
Create strategies to improve customer experiences
Drive operational performance
Define process improvement agendas
Implement process improvement agendas
Create better customer experiences
Apply leadership skills
Document channel performance
Define channel performance
Manage channel performance
Improve channel performance
Own issue troubleshooting
Manage issue troubleshooting
Manage issue resolution
Understand process health
Understand emerging trends
Maintain knowledge of regulatory requirements
Maintain knowledge of enterprise requirements
Maintain knowledge of operational procedures
Ensure documentation is relevant
Ensure documentation is updated
Proactively identify risk
Implement well-managed processes
Use quality management tools
Prepare reports for regulators
How You'll Work.
Team & Collaboration
Extended teams across enterprise; Cross-functional teams; Agile environment collaboration
Process & Methodology
Agile
Full Job Description
161 Bay Street (93021), Canada, Toronto,Toronto, Ontario, Sr. Associate, Process **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 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 Process Manager within Capital One, you will work with extended teams across the enterprise to manage and improve your processes by ensuring we are keeping our promises to customers, meeting our regulatory commitments and continuously improving. You will work within an agile environment, collaborating with cross-functional teams so you’ll also have the opportunity to learn from other job families like Data Science, Business Analytics and Product Management too. **Your Responsibilities : ** * The process manager will be responsible for improving process improvements, validating business intent and working with internal and external stakeholders to ensure we are working towards improving customer experience. * Develop and perform quality assurance routines, controls testing and assessment, and monitoring to measure and analyze process performance on existing processes. * Leverage customer data, research and observations to craft actionable insights that help create strategies to improve customer experiences and drive operational performance * Define and implement process improvement agendas, driving efficiencies to create better experiences for our customers * Apply leadership skills such as communication and change management to help drive key priorities like product launches, technology changes, and continuous improvement initiatives * Using a variety of techniques and tools
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