Job Description

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario, Sr. Associate, Process Management Our Capital One Process Team. Yes, we\xe2\x80\x99re a credit card company. But we\xe2\x80\x99re more than that too. We\xe2\x80\x99re driven by what our customers want, and how to make their lives simpler. We\xe2\x80\x99re always looking for creative ways to offer digital solutions that make sense for our customers. With your help, we\xe2\x80\x99ll build the next generation of banking in Canada based on customer-focused values, compelling products and great engineering. Working with us How do we do things at Capital One Canada? We listen \xe2\x80\x94 to our people, and to our customers. We change with the times and have adopted a flexible hybrid model (remote and/or in-office). A flexible hybrid working model is one that creates the opportunity to match the work that we do to the environment that best supports that work. We recognize that everyone has a unique working pattern so we\xe2\x80\x99re open to discussing flexible working arrangements that will best accommodate you.
At Capital One we\xe2\x80\x99re committed to diversity, inclusion and belonging. We strive to build a culture where diverse perspectives are valued, innovative ideas are encouraged and inclusive behaviours are embedded in everything we do to positively impact associates. Strive to build a culture where diverse perspectives are valued, innovative ideas are encouraged and to help challenge the status quo and create the best outcomes for everyone. We\xe2\x80\x99re focused on helping associates live well\xe2\x80\x94physically, financially and emotionally. When you join us, we support you and those who are most important to you, offering full coverage for spouses, domestic partners, and dependents. We\xe2\x80\x99ve designed our benefits program to be flexible, comprehensive and consistent across our organization. From health and fitness center discounts, to training and professional development programs\xe2\x80\x94and much more\xe2\x80\x94you\xe2\x80\x99ll discover that Capital One is committed to helping you live your best life. 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. A day in the life of a Capital One Senior Process Manager Process Managers also obsess about understanding how things work \xe2\x80\x93 that means mapping out business processes, understanding and mitigating business risks and ensuring we have the right controls and solutions in place \xe2\x80\x93 and then making them better. We work in agile, cross-functional teams so you\xe2\x80\x99ll also have the opportunity to learn from other job families like Data Science, Business Analytics and Product Management too. You\xe2\x80\x99ll bring your strategies to life from ideation to execution ultimately being accountable for both customer and financial outcomes. The responsibilities of Process Managers include:

• Manage delivery of business processes by defining and implementing process improvement agendas, driving efficiencies, and using data to create better experiences for our customers
• Collaborate with various departments (such as our agile software studio, our data scientist team or our customer service sites) in different locations to develop and execute effective and efficient processes
• Apply leadership skills such as communication and change management to help drive key priorities like product launches, technology changes, and continuous improvement initiatives
• Use a variety of techniques and tools to define, manage and improve processes, like Visual Management, Business Process Management, Lean, and Six Sigma
• Manage control design and effectively challenge monitoring and testing activities to ensure regulatory compliance controls are operating and aligned to regulatory requirements
• Maintain knowledge of regulatory requirements and operational procedures, and ensure documentation is relevant and updated
• Develop and perform quality assurance routines, controls, and monitoring to measure and analyze process performance on existing processes
• Promote Scalable, sustainable and flexible operational processes through effective controls

What you\xe2\x80\x99ll bring to the table

• Storytelling expert: You are able to interpret data, come up with a point of view, and provide a recommendation to your stakeholders. You will leverage that data to tell a story and be able to explain the why, how and so what.
• Project manager: You can effortlessly lead projects by developing highly detailed workback schedules and ensuring all elements of the project are on track by working with teams across the organization.
• Strategy & risk focused: You use strategic frameworks that balance business and customer value, and translate a customer problem into something tangible.
• Relationship builder: Did someone say connect the dots? You\xe2\x80\x99re on it. You have proven experience in collaborating with internal departments (i.e., Business and Data Analysts, Operations/Production, Legal, Creative, Digital Product Managers, etc.) to ensure intents are delivered on-time.

You\xe2\x80\x99ll work with tools like SQL to query data, use spreadsheets and slides to present it. Working in an agile, cross-functional team you\xe2\x80\x99ll also have the opportunity to learn from other job families like data scientists, business analysts, and marketing associates. Be ready to join a community with some of the most talented people you\xe2\x80\x99ve ever met, who see the customer first, and want to use their skills to make a difference. And, as a founder-led company, we\xe2\x80\x99re inspired to make, break, and do good. So, let\xe2\x80\x99s create something great together. Want to learn more? Check out life at Capital One!

Responsibilities:

• Collaborate with process owner and various departments in different locations to develop and execute effective processes within Operations
• Support projects by partnering with IT, other departments, and vendors to ensure processes are built to be effective and efficient
• Identify operational breakdowns and inefficiencies to drive action to streamline and simplify existing processes/reduce costs
• Manage remediation & containment for potential breakdowns, while ensuring risk management procedures & timelines are followed
• Research and interview various stakeholders to find process efficiencies that will have a positive outcome for our policies and customer programs
• Ensure that processes are in compliance with enterprise standards and regulations
• Continually review and assess our records management system and process to ensure we are always audit ready
• Research, plan and change the way our department operates to ensure we continually use best practices
• Manage our Mastercard benefits program
• Ability to analyze and troubleshoot complex problems through the use of data analysis

Basic Qualifications:

• Post-Secondary Education
• At least 2-3 years of experience in a Process Management role
• At least 2-3 years experience capturing process requirements and translating them into process documentation, and workflow diagrams
• At least 2-3 years experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively

Preferred Qualifications
(Don\xe2\x80\x99t have them all? Don\xe2\x80\x99t worry. We\xe2\x80\x99ll help you develop the right skills for the job):

• A degree in Commerce, Finance, Marketing, Economics, Business Administration or a related field
• Experience in basic coding and/or data visualization (e.g. SQL, Tableau, QuickSight)
• Experience in Lean Six Sigma
• Experience in analytical problem-solving
• Knowledge in Product Management
• Teamwork experience and ability to collaborate with others

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 RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. For technical support or questions about Capital One\'s recruiting process, please send an email to Careers@capitalone.com Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site. 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).