Principal Associate, Process Management

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,
Principal Associate, Process Management
About Capital One Canada.
For over 20 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 Team
Specific to this role, we are a global footprint of outsourced contact centres for voice, back office and digital channels. We support the people who support our customers. When customers need help, they reach out to a large network of super-talented phone and chat agents who must confidently handle anything that is thrown their way.
About the Role
We are constantly seeking improvements to our product offerings and customer experience. We need you to provide change management leadership to ensure a holistic, thoughtful, innovative and uniform approach to agent readiness.
What we value
Curiosity: You will be driven to proactively seek information and the best solutions for our agents.
Collaboration: You will partner across the enterprise to make sure agent readiness is at the forefront of all business changes
Confidence: You will drive significant results that will influence the experience of millions of customers.
What you will learn
Capital One's approach to Process Management: Our Process Managers obsess about understanding how things work - that means mapping out business processes, understanding and mitigating business risks and ensuring we have the right controls and solutions in place - and then making them better. We work in agile, 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.

• Our customers: You will learn about the experience of our customers, as if you were an agent taking a call yourself. You'll learn what questions customers have, how they interact with our products, and what their information needs are, to ensure their inquiries are resolved the first time.
• Our agents: You will learn what our agents do, how they do it, and what challenges they face.
• Our business: You will learn about our systems, platforms, products and policies
• Our partners: You will partner with product, tech, ops, and business leads and act as the key intermediary in ensuring that agents are ready for all business intent changes.

Your Responsibilities:

• Lead the Manage Servicing Communication Channels (MSCC) business process. This process helps refine and implement new or updated business intent (including regulatory changes, strategic business changes and technology/application changes) by ensuring agent readiness and an optimal customer experience
• Collaborate with various stakeholders across the Servicing team (including Workforce Management, Operations, Agent Learning and Design) to socialize, develop internal strategies, and efficiently execute rollout of critical business changes
• Develop relationships with upstream stakeholders (eg. Fraud, Tech) to enable closer integration with Servicing and improve overall agent and customer experience
• Ensure stakeholders are informed, aligned, and equipped through timely updates, impact reports, and solution-focused consultation
• Host regular forums with our Call Centres to socialize changes pre-launch, monitor performance post-launch, and gather feedback
• Provide clear and professional reporting to Senior Leadership to keep these groups informed of all new business and impacts to their areas (e.g., calls, complaints)
• Use a variety of techniques and tools to define, manage and continuously improve the MSCC process, like Visual Management, Business Process Management, Lean, and Six Sigma
• Develop and perform quality assurance routines, controls, and monitoring to measure and analyze process performance
• Coordinate multiple priorities and demonstrate initiative in completing projects

Basic Qualifications:

• At least 4 years of experience designing, building, managing and improving processes
• At least 4 years experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively

Preferred Qualifications:

• Experience working in the Financial Industry
• Experience working in an Agile workplace environment
• Experience of using Lean & Six Sigma to drive continuous improvement initiatives
• Experience in management consulting

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).