Manager of Operational Excellence

4 weeks ago

Toronto, Ontario, Canada Capital One Full time

About Capital One Canada

At Capital One Canada, we have been dedicated to empowering Canadians for over two decades by providing access to credit when it is needed most. Our mission is to prioritize our customers by developing innovative technology solutions that simplify and enhance the credit card experience. We embody the dynamic spirit of a startup while enjoying the stability of a well-established organization.

Our Work Culture

At Capital One Canada, we value listening to our associates and customers alike. We have embraced a flexible hybrid work model, encouraging our team members to work in the office three days a week while allowing for personal flexibility on the remaining days. We understand that each individual has unique working preferences, and we are open to discussing arrangements that best suit your needs.

We are committed to fostering a culture of diversity, inclusion, and belonging. Our goal is to create an environment where diverse perspectives are appreciated, innovative ideas are welcomed, and inclusive behaviors are integral to our operations, positively impacting all associates.

We prioritize the well-being of our associates—physically, financially, and emotionally. Our comprehensive benefits program is designed to support you and your loved ones, offering full coverage for spouses, domestic partners, and dependents. From health and wellness discounts to professional development opportunities, we are dedicated to helping you achieve your best life.

A Day in the Life of a Process Manager

As a Process Manager at Capital One, you will excel in understanding and enhancing business operations. Your role will involve designing and refining processes, managing business risks, and ensuring robust controls are in place. You will focus on assisting customers who may be experiencing payment difficulties by developing effective outreach strategies across various communication channels and providing solutions to help them regain their footing.

Key Responsibilities:

  • Lead and inspire a small team, fostering a culture of collaboration, continuous improvement, and excellence in process performance.
  • Take ownership of essential business processes, supporting process managers in designing and implementing enhancements, managing risks, and improving control effectiveness.
  • Regularly assess the health of processes by monitoring key performance indicators and sharing insights and risk mitigation strategies with senior leadership.
  • Utilize process improvement methodologies (such as Visual Management, Lean, and Six Sigma) to enhance operational efficiency, identify root causes of issues, and manage risks effectively.
  • Engage stakeholders through exceptional communication and teamwork, driving alignment and success in process initiatives.
  • Conduct regular risk governance activities, including process-level risk assessments, control evaluations, and audits.
  • Oversee Business Continuity Planning for relevant processes.
  • Demonstrate strategic planning capabilities, setting a vision and executing plans with significant impact.

Basic Qualifications:

  • Bachelor's degree.
  • A minimum of 5 years of experience in process management, risk management, continuous improvement, or project management roles.
  • At least 5 years of experience in a cross-functional environment, effectively managing stakeholder expectations.
  • A minimum of 2 years of experience in a leadership role.

Preferred Qualifications:

  • Experience with Lean and Six Sigma methodologies.
  • Background in the financial industry.
  • Experience in an Agile work environment.
  • Familiarity with basic coding and/or data visualization tools (e.g., SQL, Tableau).

Capital One Canada is an equal opportunity employer dedicated to promoting a diverse and inclusive workplace. We welcome all qualified applicants and are committed to accommodating the needs of individuals requiring reasonable adjustments.

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