Manager – Process Management – Correspondence Team Lead
Process Managers love solving problems and making things better.
Our Process Managers are deployed across all areas of the business – Fraud, 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.
Process Managers also obsess about understanding how things work – that means mapping out business processes, understanding and mitigating business risks and ensuring we have the right controls and solutions in place – and then making them better. We work in agile, 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.
The responsibilities of Process Managers include:
Manage delivery of business processes by defining and implementing process improvement agendas, driving efficiencies, and using data to create better experiences for our customers
Collaborate with various departments (such as our agile software studio, our data scientist team or our customer service sites) in different locations to develop and execute effective and efficient processes
Apply leadership skills such as communication and change management to help drive key priorities like product launches, technology changes, and continuous improvement initiatives
Use a variety of techniques and tools to define, manage and improve processes, like Visual Management, Business Process Management, Lean, and Six Sigma
Maintain knowledge of regulatory requirements and operational procedures, and ensure documentation is relevant and updated
Develop and perform quality assurance routines, controls, and monitoring to measure and analyze process performance on existing processes
This role leading Correspondence Fulfillment specifically manages:
People leadership and Process Ownership for the processes of sending lettermail, admail, and statements to customers both physically and digitally, ensuring flawless operational execution end to end
Finding and creating enhancements to improve efficiency, improve the customer experience, and reduce risk, working with partnered technology and business teams to enable new tech and experiences in order to excite and retain customers, while improving cost and process efficiency
Ownership of vendor relationships and performance management to ensure adherence to contractual obligations
Basic Qualifications:
Bachelor’s degree
3+ years of experience designing, building, managing and improving processes or operations
3+ years of experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively
Preferred Qualifications:
Team leadership (people management) experience
5+ years of experience working in the Financial Industry
5+ years of experience working in Lean & Six Sigma to drive continuous improvement initiatives
Capital One is adopting a flexible hybrid working model – one that creates the opportunity to match the work that we do to the environment that best supports that work. We recognize that everyone has a unique working pattern so we’re open to discussing flexible working arrangements that will best accommodate you.
At Capital One Canada the health and safety of our associates, customers and communities are our highest priorities and as a result, our offices are currently closed. When and how we transition from virtual to flexible hybrid will be guided by local government and health authority guidance.
Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One’s recruiting process, please send an email to [email protected]
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
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