Principal Associate, Operations

161 Bay Street , Canada, Toronto,Toronto, Ontario,Principal Associate, Operations

About Capital One Canada.

For over 20 years, we've been on a mission to change banking for good and build relationships by making credit accessible, simple, intuitive and rewarding. We want to help Canadians succeed with credit, because we believe in people — in our customers, in our associates, and in talent like you

About the 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.

The Customer Resiliency team's objective is to guard our mission and empower customers to attain lasting financial resilience.

You will be responsible for the day to day management of our legal Third Party Vendors, ensuring they are providing an exceptional customer experience and adhering to the highest quality and performance standards. You will also work closely with the analytics, process, and third party management teams, bringing a results focused mindset through leading critical projects as well as enhancing and improving the practices in the legal space.

Strong communication and influence skills are foundational skills in this role, in addition to being able to interpret data, make data-grounded recommendations, and lead projects in a dynamic, fast-paced environment.

Your Responsibilities:

• Manage fast paced operations with multiple outsourced legal vendors, to deliver on Customer Experience and Financial goals, while building strong relationships with third party stakeholders and leaders.
• Monitor the health of the legal network, report on vendor performance metrics and KPIs; develop and track action plans where appropriate.
• Develop data-driven recommendations to improve outcomes, resolve operational and performance issues, and support current and evolving future-state business needs
• Provide regular reporting to Senior Leadership to keep these groups informed of operational changes and impacts.
• Become a deep subject matter expert on the legal recoveries and insolvency process, and lend that expertise when representing our team's intent on enterprise initiatives and projects.
• Use a variety of techniques and tools to define, manage and continuously improve existing processes (e.g: Visual Management, Business Process Management, Lean Methodologies, Six Sigma).
• Manage and monitor key operational and regulatory controls to ensure execution meets desired outcomes.
• Ensure vendor compliance with Capital One's policies, applicable regulations, governance, and security standards.
• Coordinate multiple priorities with internal and external stakeholders and demonstrate initiative in leading and completing strategic projects.

Basic Qualifications:

• At least 5 years of experience managing Third Party Vendor operations
• At least 5 years experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively

Preferred Qualifications:

• Experience working in the Financial Industry
• Experience working with Law Firms or in an Operations management role
• Experience working with outsourced partners
• Experience of using Lean & Six Sigma to drive continuous improvement initiatives
• Experience in basic coding data related queries and/or data visualization (e.g. SQL, Tableau). If you know how to write code and pull data, that's awesome. If not, don't worry as long as you have an interest in and aptitude for learning it.

Working at Capital One.

Enjoy a hybrid work environment, with 3 days in the office. Build a comfortable workspace with our one-time, Work From Home allowance and enjoy our head office located conveniently across the street from Union Station.

Live well—physically, financially and emotionally. Receive support for you and those who are most important to you, with full coverage for spouses, domestic partners, and dependents. With up to $3000 in mental health coverage and up to $5000 in tuition subsidies per year—and much more—you'll discover that Capital One is committed to helping you live your best life.

We may use your information for automated decision making. We may, for certain purposes, render a decision based exclusively on automated processing of your personal information as a part of the candidate screening process.

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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at or via email at All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).