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Principal Associate, Process Management

3 months ago

Old Toronto Ontario, CA Capital One Canada Full time

161 Bay Street (93021), Canada, Toronto, Toronto, Ontario,

Principal Associate, Process Management - Customer InteractionsOur Capital One Team.

Yes, we’re a credit card company. But we’re more than that too. We’re driven by what our customers want, and how to make their lives simpler.

We’re always looking for creative ways to offer digital solutions that make sense for our customers. With your help, we’ll build the next generation of banking in Canada based on customer-focused values, compelling products and great engineering.

Working with us

How do we do things at Capital One Canada? We listen — to our people, and to our customers. We change with the times and have adopted a flexible hybrid model. A flexible hybrid working model is one that creates the opportunity to match the work that we do to the environment that best supports that work. Associates working in the hybrid model are expected to come into the office 3 days a week across Tuesdays and Thursdays, reserving Mondays and Fridays as company-wide virtual days. As was true before the pandemic, expectations of being in the office will be balanced with personal life flexibility.

At Capital One we’re committed to diversity, inclusion and belonging. We strive to build a culture where diverse perspectives are valued, innovative ideas are encouraged and inclusive behaviours are embedded in everything we do to positively impact associates.

We’re focused on helping associates live well—physically, financially and emotionally. When you join us, we support you and those who are most important to you, offering full coverage for spouses, domestic partners, and dependents. We’ve designed our benefits program to be flexible, comprehensive and consistent across our organization. From health and fitness center discounts to training and professional development programs—and much more—you’ll discover that Capital One is committed to helping you live your best life.

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.

A day in the life of the Manager of Customer Interaction Processes

The customer communication landscape is changing and we are on a mission to be a mobile first organization. You will be responsible to lead a large team to strategize and influence how the team helps create value added messaging to customers as well as ensuring they receive their ongoing communications that are required. If you are excited to help change the status quo and have a customer first view on process improvements, then this is the role for you

Responsibilities:

The Manager, Customer Interactions, is responsible for:

  • Ensuring business teams have the tools, resources, knowledge and support to efficiently and confidently launch their digital and non-digital messaging and account changes intent to market. You’ll accomplish this by working closely with teams across the business to understand their needs, and design and implement customer centric solutions. You will also work with technology teams to influence the release of new capabilities to address customer pain points.

  • Ensuring our customers receive their statements and letters (digital/non digital) within the regulatory requirements but at the same time, innovating on the future for this space.

  • Connecting with internal partners and industry peers to understand trends and innovations.

  • Defining the strategic direction for the teams, as well as the underlying technology platform that fuels your strategic direction.

  • Influencing teams and senior stakeholders to your vision and proactively leveraging relationships throughout the ecosystem to align to your vision.

  • Building a risk management approach to all work done within the team to ensure that processes and initiatives are well managed.

  • Coaching and mentoring team members.

  • Annual budgets and forecasting for the team.

Basic Qualifications:

  • At least 5 years of experience in a banking, fulfillment or process improvement management role.

  • Experience leading and developing people.

  • Experience with risk management practices and frameworks.

  • A bachelor’s degree or higher.

Preferred Qualifications

(Don’t have them all? Don’t worry. We’ll help you develop the right skills for the job):

  • Experience in the statements or letters space in any regulated environment.

  • Experience in working with teams to develop and release campaigns.

  • Experience working in a tech environment and a commitment to continuous improvement and learning.

  • Strong leadership and communication skills, with the ability to influence and collaborate effectively with stakeholders and cross-functional teams.

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