Sr. Associate, Process
About The Position
For over 20 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 Role 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 a Process Manager within Capital One, you will work with extended teams across the enterprise to manage and improve your processes by ensuring we are keeping our promises to customers, meeting our regulatory commitments and continuously improving. You will work within an agile environment, collaborating with cross-functional teams so you’ll also have the opportunity to learn from other job families like Data Science, Business Analytics and Product Management too.
Requirements
- Bachelor's degree in Engineering, Business, Commerce, or Science or related fields
- At least 3 years of experience designing, building, managing and improving processes
- At least 3 years experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively
Nice To Haves
- Experience of using Lean & Six Sigma tools & methodology
- Experience working in the Financial Industry
- Experience working in an Agile workplace environment
- Experience in basic coding and/or data visualization (e.g. SQL, Tableau)
Responsibilities
- Improving process improvements, validating business intent and working with internal and external stakeholders to ensure we are working towards improving customer experience.
- Develop and perform quality assurance routines, controls testing and assessment, and monitoring to measure and analyze process performance on existing processes.
- Leverage customer data, research and observations to craft actionable insights that help create strategies to improve customer experiences and drive operational performance
- Define and implement process improvement agendas, driving efficiencies to create better experiences for our customers
- Apply leadership skills such as communication and change management to help drive key priorities like product launches, technology changes, and continuous improvement initiatives
- Using a variety of techniques and tools to document, define, manage and improve processes and channel performance, like Visual Management, Business Process Management, Lean, and Six Sigma
- Owning and managing issue troubleshooting and resolution
- Leveraging basic coding and/or data visualization (e.g. SQL, Tableau) to understand process health and emerging trends
- Maintain knowledge of regulatory and enterprise requirements and operational procedures, and ensure documentation is relevant and updated
- Proactively identify and mitigate risk by implementing well-managed processes and the use of quality management tools
- Prepare reports to share with regulators and analyze data to generate insights
Benefits
- Hybrid work environment, with 3 days in the office.
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
