Senior Associate, Servicing Strategy

Capital One•Toronto, ON

1d•CA$94,800 - CA$108,200•Hybrid

About The Position

The Servicing Strategy team defines Capital One Canada’s 5-to-10-year servicing vision and works backward to deliver key strategic initiatives. Blending strategic leadership, operational expertise, cross-functional collaboration, and modern capabilities like AI, the team lays the foundational roadmap guiding the long-term trajectory of servicing. If you thrive in understanding how things work, making them better and solving complex problems by focusing first and foremost on the customer, then this role is for you! As an associate within Capital One, you will work with extended teams across the enterprise to further Capital One’s Servicing Operational strategy. 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

At least 3 years of experience working in the Financial Industry or agile workplace environment
Proficient in MS Office Suite/G-suite
Proficient in data analytics (SQL, Tableau, Snowflake)

Nice To Haves

Bachelor's degree in Business, Commerce, Engineering, Science, or related fields
Experience in a fast-paced environment navigating complex partner relationships, with a proven ability to solve problems independently and exercise a high degree of autonomy
Experience analyzing operational data and translating to high-impact stories, weighing competing priorities to create a recommendation
Experience navigating Customer Service Operations or scaled agent operations

Responsibilities

Help shape strategy and execution of key initiatives to advance Capital One Canada’s Servicing Strategy, driving efficiencies across agent technology, supplier footprint, and process optimization
Adapt quickly to shifting priorities, seamlessly navigating different operational domains to support the Servicing leadership team on critical initiatives
Utilize project management frameworks & methodologies (i.e. integrated project plan) to deliver high quality work, and demonstrate an aptitude for testing & risk management
Produce clear, concise status reports and executive summaries that communicate project health, upcoming milestones, and key decisions required
Align strategic initiatives with the longer term Servicing Strategy, ensuring operational capabilities scale to support future product rollouts, changing customer needs, and evolving agent talent profiles
Transform Uses customer and operational data to tell clear stories that drive improvements in the customer experience, streamline operations, and build alignment with Servicing leadership and key partners (Legal, Finance, Risk, etc.).
Leveraging basic coding and/or data visualization (e.g. SQL, Tableau) to understand operational health and emerging trend
Collaborate with leadership to design long-term workforce strategies that mitigate geographic risk, macroeconomic trends, cost efficiencies and optimize global agent capacity distribution
Provide governance and relationship management, partnering with third-party suppliers to ensure long-term business targets are met while maintaining a high bar for quality and regulatory compliance