Principal Associate, Operations

1 day ago

Toronto, Canada Capital One Full time

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

Principal Associate, Operations

**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. 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. 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.

**A day in the life of a Capital One** Operations Associate**

Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective, that teamwork and respect for each other lead to superior results, and that risk management is everyone’s job. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

The Canada Complaints Team is responsible for establishing procedures for dealing with complaints while adhering to key principles of effectiveness, timeliness and accessibility. We’re looking for a Principal Associate, Operations on our team. The person will play a key role within our cross functional pod of associates responsible for ensuring customer complaints are resolved in compliance to our regulatory and enterprise standards. In this role you will have the opportunity to lead a specialist team of Operations Associates responsible for handling escalated complaints. This individual must be able to effectively communicate and influence partners across multiple functional areas including multiple levels of the organization. Strong data skills and analytical capabilities, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role. This individual must display strong leadership as well as people management skills and be able to drive and motivate others in delivering flawless execution of complaints operations and monitoring. This is an excellent opportunity to continue your career in the field of Operations Management.

**Responsibilities**:

- Lead a specialist team of Complaints Operations Associates and partner with third party vendors to ensure key operational and business targets are met (Service Level, Average Handle Time, Regulatory and Business Intent Compliance)
- Evaluate overall performance by gathering, analyzing and interpreting data and metrics
- Collaborate cross-functionally with teams as they execute marketing, operations and business strategies to ensure we are delivering exceptional products and services to our customers
- Conduct and support regular process risk governance activities on monthly, quarterly and annual cadence like independent transactional testings, process level risk assessments, control coverage and issues and event management.

**Basic Qualifications**:

- Bachelor's degree in Business, Finance or Commerce;
- At

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