Senior Associate, Servicing Strategy

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,Senior Associate, Servicing Strategy
About Capital One Canada
For 30 years, we've been on a mission to change banking for good. We challenge the traditional bank stereotype, fostering a culture where innovation thrives and bold ideas are celebrated.
We're driven by what's possible, leveraging the power of data and technology to empower innovative solutions, inspire one another to dream boldly, and take transformative ownership of decisions and outcomes that directly impact millions of Canadians. Every challenge is an opportunity to lead from the front, working together toward a shared vision that extends far beyond banking.
We balance high-performance with investment in your long-term success, ensuring you have the support you need to do your best work. Here, you'll take full accountability for your path, upskilling through hands-on experience and mentorship, to turn your curiosity into a career built on your own terms.
Are you ready to redefine what's next?
About the Team
The Servicing Strategy team defines Capital One Canada's 5-to-10-year servicing vision and works backward to deliver key strategic initiatives. Blending strategic leadership, operational expertise, cross-functional collaboration, and modern capabilities like AI, the team lays the foundational roadmap guiding the long-term trajectory of servicing
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 an associate within Capital One, you will work with extended teams across the enterprise to further Capital One's Servicing Operational strategy. Your work will directly help ensure we are keeping our promises to customers, meeting our regulatory commitments and helping us capitalize on efficiencies while constantly striving to improve our Customer Experience.
Your Responsibilities:

• Help shape strategy and execution of key initiatives to advance Capital One Canada's Servicing Strategy, driving efficiencies across agent technology, supplier footprint, and process optimization
• Adapt quickly to shifting priorities, seamlessly navigating different operational domains to support the Servicing leadership team on critical initiatives
• Utilize project management frameworks & methodologies (i.e. integrated project plan) to deliver high quality work, and demonstrate an aptitude for testing & risk management
• Produce clear, concise status reports and executive summaries that communicate project health, upcoming milestones, and key decisions required
• Align strategic initiatives with the longer term Servicing Strategy, ensuring operational capabilities scale to support future product rollouts, changing customer needs, and evolving agent talent profiles
• Transform Uses customer and operational data to tell clear stories that drive improvements in the customer experience, streamline operations, and build alignment with Servicing leadership and key partners (Legal, Finance, Risk, etc.).
• Leveraging basic coding and/or data visualization (e.g. SQL, Tableau) to understand operational health and emerging trend
• Collaborate with leadership to design long-term workforce strategies that mitigate geographic risk, macroeconomic trends, cost efficiencies and optimize global agent capacity distribution
• Provide governance and relationship management, partnering with third-party suppliers to ensure long-term business targets are met while maintaining a high bar for quality and regulatory compliance

Basic Qualifications:

• At least 3 years of experience working in the Financial Industry or agile workplace environment
• Proficient in MS Office Suite/G-suite
• Proficient in data analytics (SQL, Tableau, Snowflake)

Preferred Qualifications:

• Bachelor's degree in Business, Commerce, Engineering, Science, or related fields
• Experience in a fast-paced environment navigating complex partner relationships, with a proven ability to solve problems independently and exercise a high degree of autonomy
• Experience analyzing operational data and translating to high-impact stories, weighing competing priorities to create a recommendation
• Experience navigating Customer Service Operations or scaled agent operations

Working at Capital One
You'll be empowered to take end-to-end ownership of your work and your career, backed by a high-performance, hybrid culture and holistic suite of benefits designed to support your whole self.

• Take ownership of your own potential
  : Whether you're looking to upskill, pivot into new business areas, or master your craft, you'll have access to tools and mentorship to reach your potential and define your career trajectory.
• Find your rhythm
  : We believe trust fosters the flexibility and autonomy required to balance personal needs with a focus on high performance. We support a hybrid model - with 3 days in the office per week - that gives room for both collaboration and personal commitments.
• Benefits built for your life
  : We take a holistic approach to well-being, providing support for you and those who are most important to you. This includes: full coverage for spouses, domestic partners and dependents, a one-time Work From Home allowance to build your comfortable workspace, up to $3,000 in mental health coverage and up to $5,000 in annual tuition subsidies.

You'll find that Capital One is committed to helping you thrive and evolve every step of the way.
This posting is for an existing vacancy.
The expected annual salary range for this position is $94,800 to $108200. This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es). Incentives could be discretionary or non discretionary depending on the plan.
We embrace the responsible use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. However, no hiring decisions are made using AI as every hiring decision is made by our hiring managers, business interviewers, and recruitment professionals. Our teams are equipped with training that empowers them to use AI responsibly.
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).