Associate, Operations
Capital One•Toronto, ON
•Hybrid
About The Position
As an Operations Associate within Capital One, you will work with extended teams across the enterprise to deliver consistent, exceptional customer outcomes. 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.
Requirements
- Experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively
- Experience managing projects or leading change initiatives
- Experience in a fast-paced, dynamic environment with proven ability to adapt to changing priorities, independent problem-solving, and exercising a high degree of autonomy.
Nice To Haves
- 2+ years experience working in a contact centre customer service role strongly preferred
- Experience using Lean & Six Sigma tools & methodology
- Experience working in the Financial Industry
Responsibilities
- Lead the execution of key horizontal functions supporting the resolution of customer requests, inquiries and complaints.
- Support the management of areas such as: roll out of agent-facing tools, agent readiness, process improvement, and Servicing cost management.
- Own and operate the always-on, risk-based approach to Agent access management.
- Manage monthly and annual cost reconciliation activities.
- Partner with third party suppliers (contact centers) and internal stakeholders to resolve agent- and customer-facing issues with speed and quality, ensuring audit-ready documentation and minimal service interruptions.
- Advocate for the Agent Experience to internal process teams, ensuring the agent’s voice is heard and understood.
- Monitor agent-impacting changes to assess clarity of message, understanding and adherence to process changes.
- Leverage data, research and observations to craft actionable insights that help inform strategies to improve customer experiences and drive operational performance.
- Apply skills such as communication influence and judgment to help drive key priorities like product launches, technology changes, and continuous improvement initiatives.
Benefits
- Hybrid work environment, with 3 days in the office.
- One-time, Work From Home allowance
- Head office located conveniently across the street from Union Station.
- Full coverage for spouses, domestic partners, and dependents.
- Up to $3000 in mental health coverage
- Up to $5000 in tuition subsidies per year
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
