Principal Associate, Operations

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,
Principal Associate, Operations
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.
Working with us
How do we do things at Capital One Canada? We listen - to our people, and to our customers. We change with the times and have adopted a flexible hybrid model. Associates working in the hybrid model are expected to come into the office 3 days a week across Tuesdays and Thursdays, reserving Mondays and Fridays as company-wide virtual days. As was true before the pandemic, expectations of being in the office will be balanced with personal life flexibility. We recognize that everyone has a unique working pattern so we're open to discussing flexible working arrangements that will best accommodate you.
At Capital One we're 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're focused on helping associates live well-physically, 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've 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-and much more-you'll discover that Capital One is committed to helping you live your best life.
A day in the life of a Capital One Operations Associate
Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective, that teamwork and respect for each other lead to superior results, and that risk management is everyone's job. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.
The Canada Complaints Team is responsible for establishing procedures for dealing with complaints while adhering to key principles of effectiveness, timeliness and accessibility. We're looking for a Principal Associate, Operations on our team. The person will play a key role within our cross functional pod of associates responsible for ensuring customer complaints are resolved in compliance to our regulatory and enterprise standards. In this role you will have the opportunity to lead a specialist team of Operations Associates responsible for handling escalated complaints. This individual must be able to effectively communicate and influence partners across multiple functional areas including multiple levels of the organization. Strong data skills and analytical capabilities, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role. This individual must display strong leadership as well as people management skills and be able to drive and motivate others in delivering flawless execution of complaints operations and monitoring. This is an excellent opportu nity to continue your career in the field of Operations Management.
Responsibilities:

• Lead a specialist team of Complaints Operations Associates and partner with third party vendors to ensure key operational and business targets are met (Service Level, Average Handle Time, Regulatory and Business Intent Compliance)
• Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements as necessary to enhance the customer experience
• Evaluate overall performance by gathering, analyzing and interpreting data and metrics
• Apply different methods for process improvement such as variation reduction, waste elimination, or risk mitigation techniques
• Provide subject matter expertise on complaints processes when representing the department on projects and other requests
• Collaborate cross-functionally with teams as they execute marketing, operations and business strategies to ensure we are delivering exceptional products and services to our customers
• Apply skills such as communication, negotiation, problem solving, change management to help drive key priorities like product launches, technology changes and continuous improvements
• Conduct and support regular process risk governance activities on monthly, quarterly and annual cadence like independent transactional testings, process level risk assessments, control coverage and issues and event management.

Basic Qualifications:

• Bachelor's degree in Business, Finance or Commerce;
• At least 5 years of experience in a call centre or operational environment
• At least 5 years of experience with customer experience, continuous improvement
• At least 5 years of vendor/relationship management experience and people leadership
• Experience working with outsourced partners.

Preferred Qualifications:

• Experience of working in the Financial Industry.
• Experience of working in Operations, Complaints and Third Party Delivery Sites.
• Experience of using Lean Six Sigma methodologies to drive continuous improvement initiatives and experience working in an agile work environment.
• Fluency in both English and French languages is highly desirable.

About Capital One Canada
We've been helping millions of Canadians for over 20 years by providing them with access to credit when others wouldn't. We're on a journey to put our customers first, and keep them there, by building modern technology solutions to simplify and humanize the world of credit cards. We have the positive energy of a startup, with the advantages of a big company.
We may use your information for automated decision making. We may, for certain purposes, render a decision based exclusively on automated processing of your personal information as a part of the candidate screening process.
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 [email protected] . 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 [email protected]
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).