Head of Canada Complaints

Capital One • Toronto, ON

1d • Hybrid

About The Position

As the Head of Canada Complaints, you will play a crucial role in leading a team of Process and Operations Managers to promote trust and confidence by providing customers with a fair and efficient process for resolving complaints. To support future changes to the regulatory environment, we are seeking a leader who can bring a problem-solving mindset to lead this change. In this role, you 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. You will 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. You will proactively identify and mitigate risk through implementing resilient processes and using quality management tools. You will lead large strategic initiatives and overall business management activities for Complaints processes. You will exhibit strong people management skills; foster an inclusive culture that enables the team to elevate each other. You will demonstrate an exceptional risk mindset. You will focus on the sustainable implementation of systems and processes, and promote an environment where innovation and agile-learning are expected for success.

Requirements

• Deep understanding of banking products and services, specifically the Complaints handling process for banks in Canada
• At least 5-7 years of people management, leading a diverse team of process and operations job families
• 2+ years of experience working in Complaints or similar regulatory environment
• 5+ years of experience with Continuous Improvement strategies and execution
• 5+ years of experience in Process, Operations or Risk management
• 5+ year experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively

Nice To Haves

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

Responsibilities

• Own the end to end Capital One Canada Complaints processes
• Demonstrate a high level of expertise in all regulations, directives and guidance which apply to the bank’s complaint processes
• Lead a cross functional team including Complaint Adjudicators, Operations Manager, Process Manager and Complaints data analyst to thoroughly and critically assess and respond to a wide variety of complaints within the timelines established by management and regulatory agencies. This includes liaising directly with customers in respect of their concerns, as well as internal partners
• Coordinate and perform risk assessment, monitoring, and testing activities with first and second line to ensure the process remains current and compliant with Enterprise Complaints and Regulatory standards
• Manage control design and effectively challenge monitoring and testing activities to ensure regulatory compliance controls are operating and aligned to regulatory requirements
• Build and manage interaction models with stakeholders across Product, Tech, Risk, Legal and Compliance
• Promote scalable, sustainable and flexible operational processes through effective controls
• Leverage Service Design methodology to define and implement ever better associate and customer experiences through the Complaints program

Benefits

• Hybrid work environment
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager