Manager, Process Management

Capital One • Toronto, ON

42d • Hybrid

About The Position

About Capital One Canada. For over 30 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 Process Managers love solving problems and making things better. Our Process Managers are deployed across all areas of the business - Fraud, Customer Service, Customer Resiliency, Customer Acquisitions, Payments and more - and have a huge impact on ensuring we are consistently keeping our customer promises and solving complex problems to help make us more efficient. You’re guaranteed to be part of a smart, talented team of people responsible for creating and enhancing processes that aim to deliver excellence to your customers in every interaction.

Requirements

• At least 5 years of experience working in process management, risk management, continuous improvement or project management roles.
• At least 5 years of experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively.
• At least 3 years of experience leading a team
• At least 1 year of hands-on experience using SQL for data querying, analysis, and reporting.

Nice To Haves

• Experience using Lean Six Sigma tools & methodology
• Experience working in the Financial Industry
• Experience working in an Agile workplace environment

Responsibilities

• Lead and inspire a small team to achieve excellence in process performance and continuous growth, while directly owning critical business processes to drive improvements, manage risk, and continuously evaluate the effectiveness of our controls.
• Analyze process health using KPIs and data, translating complex findings into compelling narratives to influence senior leaders and drive actionable risk mitigation strategies.
• Apply a robust, data-driven problem-solving approach to identify the root cause of complex issues, process breakdowns and continually enhance operational effectiveness to mitigate risk.
• Lead stakeholder engagement efforts and utilize exceptional communication, teamwork, and influence skills to partner effectively with product, analytics, data, and compliance teams, fostering team alignment and driving process success.
• Conduct and support regular risk governance activities on monthly, quarterly and annual cadence, including process level risk assessments, control assessments and testing, issue and event management and audits
• Manage Business Continuity Planning for applicable processes
• Engage in strategic planning, demonstrating the ability to set a vision, chart a path and execute with high impact

Benefits

• Enjoy a hybrid work environment, with 3 days in the office.
• Build a comfortable workspace with our one-time, Work From Home allowance and enjoy our head office located conveniently across the street from Union Station.
• Live well—physically, financially and emotionally.
• Receive support for you and those who are most important to you, with full coverage for spouses, domestic partners, and dependents.
• With up to $3000 in mental health coverage and up to $5000 in tuition subsidies per year—and much more—you’ll discover that Capital One is committed to helping you live your best life.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed