Principal Associate, Operations

Capital One•Toronto, ON

8d•Hybrid

About The Position

As a Principal Associate within the Operations team at Capital One, you will work with extended teams across our Servicing network 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

Over 5 years of experience in Workforce Management (forecasting, budgeting, and costing) with a proven ability to turn complex data into actionable business strategies.
A strong quantitative orientation with the conceptual thinking skills needed to identify business challenges and provide grounded, data-driven recommendations.
Extensive experience leading high-performing teams and managing diverse stakeholders/outsourced partners to drive projects from inception to implementation.
An assertive, proactive communicator capable of synthesizing complex ideas and influencing senior leadership to reach alignment.
Ability to work independently without oversight and travel internationally 1–2 times per year as required.

Nice To Haves

Experience working in Customer Service Operations strongly preferred.
Experience working with BPO firms and scaling the operations of agents across multiple sites, languages and time zones.
Experience of using Lean Six Sigma methodologies to drive continuous improvement initiatives and experience working in an agile work environment.

Responsibilities

Execute on operational requirements as an individual contributor, responsible for supporting the management of Servicing OpEx through budgetary and workforce planning.
Provide important resource recommendations based on data-driven projections.
Anticipate volume demands and scale workforce to effectively and efficiently handle fluctuations.
Analyze call center performance history to help guide the team towards optimal shrinkage, adherence, occupancy goals and production activities.
Ensure alignment with business objectives while driving operational efficiency and reliably great customer service experiences.
Support leadership in developing operational business strategies that will drive growth, profitability, and competitive success for Capital One’s servicing operations in the face of shifting customer expectations and regulatory demands.
Provide overflow support to the Servicing Operations team as needed, potentially partnering with third party suppliers (contact centers) as required to ensure key operational metrics and business targets are met.
Leverage exceptional communication, teamwork and storytelling skills to foster internal and external stakeholder alignment and success as a key member of the Operations team.
Leverage judgment and influence skills to partner internally, improving customer experiences and driving operational performance.
Potential for (limited) travel to domestic and international Capital One locations (approx. once or twice per year).