Associate, Process Manager

2 weeks ago

Toronto, Canada Capital One Full time

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

Associate, Process Manager

**Our 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 (remote and/or in-office). 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. 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 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. Strive to build a culture where diverse perspectives are valued, innovative ideas are encouraged and to help challenge the status quo and create the best outcomes for everyone.

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 a Capital One** Process Manager.**

Embedded within a cross-functional team, you’ll bring your strategies to life from ideation to execution ultimately being accountable for both customer and financial outcomes.

**What you’ll bring to the table**
- Storytelling expert: You are able to interpret data, come up with a point of view, and provide a recommendation to your stakeholders. You will leverage that data to tell a story and be able to explain the why, how and so what.
- Project manager: You can effortlessly lead projects by developing highly detailed workback schedules and ensuring all elements of the project are on track by working with teams across the organization.
- Strategy & risk focused: You use strategic frameworks that balance business and customer value, and translate a customer problem into something tangible.
- Relationship builder: Did someone say connect the dots? You’re on it. You have proven experience in collaborating with internal departments (i.e., Business and Data Analysts, Operations/Production, Legal, Creative, Digital Product Managers, etc.) to ensure intents are delivered on-time.

You’ll work with tools like SQL to query data, use spreadsheets and slides to present it. Working in an agile, cross-functional team you’ll also have the opportunity to learn from other job families like data scientists, business analysts, and marketing associates.

Be ready to join a community with some of the most talented people you’ve ever met, who see the customer first, and want to use their skills to make a difference. And, as a founder-led company, we’re inspired to make, break, and do good. So, let’s create something great together.

Want to learn more? Check out life at Capital One

**Responsibilities**:

- Support customer loyalty and engagement processes by defining and implementing process improvement ideas, driving efficiencies, and using data to create better experiences for our customers
- Collaborate with various departments (such as Customer Servicing, Mobile, Digital Messaging, Fulfillment) to execute effectively and efficiently on intents such as digital marketing initiatives, customer experience enhancements, and risk/issues remediation
- Leverage communication and problem solving skills to help drive results
- Develop and maintain formal process documents (e.g. procedures and diagrams), and document processes and projects (creating project reports, presentations, business cases, and diagrams)
- Leading and owning oversight of simple process improvement work and collaborating with teammates on larger initiatives
- Tracking and resolving process breakdowns, resolve and remediate customer complaint escalations and/or inquiries

**Basic Qualifications**:

- At

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