Principal Associate, Process Management

Capital One•Toronto, ON

1d•CA$108,900 - CA$124,300•Onsite

About The Position

Capital One Canada is looking for a Principal Associate, Process Management to provide change management leadership for their outsourced contact centres. This role focuses on ensuring a holistic, thoughtful, innovative, and uniform approach to agent readiness for product offerings and customer experience improvements. The position involves understanding and improving business processes, mitigating risks, and ensuring proper controls are in place, working within agile, cross-functional teams. The role offers opportunities to learn about customer experience, agent challenges, business systems, and partner with product, tech, ops, and business leads to ensure agent readiness for business changes.

Requirements

At least 4 years of experience designing, building, managing and improving processes.
At least 4 years experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively.

Nice To Haves

Experience working in the Financial Industry.
Experience working in an Agile workplace environment.
Experience of using Lean & Six Sigma to drive continuous improvement initiatives.
Experience in management consulting.

Responsibilities

Lead the Manage Servicing Communication Channels (MSCC) business process, which refines and implements new or updated business intent (regulatory, strategic, or technology changes) by ensuring agent readiness and optimal customer experience.
Collaborate with stakeholders across the Servicing team (Workforce Management, Operations, Agent Learning and Design) to socialize, develop internal strategies, and execute rollout of critical business changes.
Develop relationships with upstream stakeholders (e.g., Fraud, Tech) for closer integration with Servicing and improved agent/customer experience.
Ensure stakeholders are informed, aligned, and equipped through timely updates, impact reports, and solution-focused consultation.
Host regular forums with Call Centres to socialize changes pre-launch, monitor post-launch performance, and gather feedback.
Provide clear and professional reporting to Senior Leadership on new business and impacts.
Use techniques and tools like Visual Management, Business Process Management, Lean, and Six Sigma to define, manage, and improve the MSCC process.
Develop and perform quality assurance routines, controls, and monitoring to measure and analyze process performance.
Coordinate multiple priorities and demonstrate initiative in completing projects.