Manager, Process Management

Job title: Manager, Process Management

Job description: 161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,

Manager, Process Management

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 Customer Engagement Servicing team includes a global footprint of contact centres for voice, back office and digital channels. As a key member of this team, the Manager, Process Management is accountable to execute, own, improve and even transform the end customer experience through our Agent Channels. We are the voice of our customer. Understanding their needs and making every interaction as effortless as possible is crucial to us.

Responsibilities:

Lead a cross functional team of process managers to Design, manage and improve two Critical business processes

Own End to End Customer Service Agent Channel Intent for Canada

Build and Manage interaction models with Partners and stakeholders across product , tech and other cross functional teams like Risk, legal and Compliance

Lead a team of process and ops data analysts to provide valuable and actionable insights to the rest of the business

Establish a framework and lead plans to achieve continued process improvement,solution automation to drive process efficiencies.

Promote Scalable, sustainable and flexible operational processes through effective controls

Manage control design to fulfill compliance requirements, proactively adjusting process and policies to changing regulatory environment

Manage risk issues, events, process level Assessments and other second and third line testings and Audits

Contribute to the strategic agenda for the team, partnering with executives and directors from across the organization to align on high impact outcomes

·Leverage Service Design methodology to define and implement ever better associate and customer experiences

The Manager, Process Management is a highly motivated individual with experience working in a fast paced and dynamic environment who 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 Servicing processes

Exhibit strong people management skills; foster an inclusive culture that enables the team to elevate each other

Demonstrate an exceptional risk mindset

Leverage team and other external stakeholders to get work done

Focus on the sustainable implementation of systems and processes, and promote an environment where innovation and agile-learning are expected for success

Demonstrate excellent interpersonal, communication, influence and organizational skills

Basic Qualifications

At least 5 years of people management, leading a diverse team of process, product or data job families

At least 5 years of experience with Continuous Improvement strategies and execution

At least 5 years of experience in Process , Operations or Risk management

At least 5 year experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively

Bachelor’s Degree in Business, Engineering, Commerce or Science

Preferred Qualifications

At least 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

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 . 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

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).

Company: Capital One

Expected salary:

Location: Toronto, ON

Job date: Sun, 19 Dec 2021 00:17:51 GMT

Job Source: Careerjet.ca

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