Principal Associate, Process Management

2 weeks ago

Toronto, Canada Capital One Full time

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

Principal Associate, Process Management

**Our Capital One Team**

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.

**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 Principal Associate, Process Manager**

Specific to this role, we are a global footprint of outsourced contact centres for voice, back office and digital channels. We support the people who support our customers. When customers need help, they reach out to a large network of super-talented phone and chat agents who must confidently handle anything that is thrown their way.

We are constantly seeking improvements to our product offerings and customer experience. We need you to provide change management leadership, and targeted process improvements to ensure a holistic, thoughtful, innovative and uniform approach to agent [performance.

**What we value**:

- Curiosity: You will be driven to proactively understand impactful process gaps and use data to establish the best solutions for our agents.
- Collaboration: You will partner across the enterprise to make sure agent readiness is at the forefront of all business changes
- Confidence: You will drive significant results that will influence the experience of millions of customers.

**What you will learn**:

- Capital One’s approach to Process Management: Our Process Managers 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.
- Our customers: You will learn about the experience of our customers, as if you were an agent taking a call yourself. You’ll learn what questions customers have, how they interact with our products, and what their information needs are, to ensure their inquiries are resolved the first time.
- Our agents: You will learn what our agents do, how they do it, and what challenges they face.
- Our business: You will learn about our systems, platforms, products and policies.
- Our partners: You will partner with product, tech, ops, and business leads and act as the key intermediary in ensuring that agents are ready for all business intent changes.

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 ski

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