AI-Driven Servicing Delivery Lead

Capital One Canada; Toronto; Hybrid; CAD 130,000 - 148,000; Full time

Benefits offered by this job

Hybrid work model

Work From Home allowance

Mental health coverage

Tuition subsidies

Dependent coverage

Job summary

Capital One Canada in Toronto is seeking a Servicing Delivery Lead to oversee a hybrid operational ecosystem, including a QMO, Mailroom, and outsourced back-office, driving transformation and risk management.

The role requires 5+ years in management consulting or transformation, proven cross-functional leadership, and hands-on analytics with SQL, Power BI, and Alteryx. Enjoy a hybrid work arrangement with competitive compensation.

Qualifications

• At least 5 years in management consulting, business transformation, process management, or operational risk management.
• At least 5 years driving cross-functional strategic initiatives and influencing senior leadership.
• At least 3 years leading, coaching, and developing high-performing teams.
• At least 1 year leveraging data analytics and business intelligence to optimize processes.

Responsibilities

• Direct an expansive hybrid operational ecosystem, including an internal QMO, Mailroom operations, and an outsourced Customer Service back-office function.
• Lead, mentor, and scale a multi-tiered organization comprising direct associates, onshore contractors, and QA analysts.
• Cultivate a high-performance culture focused on operational rigor, continuous improvement, and talent development.
• Serve as the primary Process Owner for multiple servicing processes, ensuring execution, control adherence, and risk mitigation.
• Architect and execute a modernization roadmap for the QMO, integrating AI and automation into workflows.
• Re-engineer workflows to reduce manual effort and increase enterprise-wide efficiency.
• Act as a trusted advisor across business lines, aligning Servicing Delivery capacity with enterprise objectives.

Skills

Management consulting

Business transformation

Process management

Operational risk management

Cross-functional leadership

Data analytics

Tools

SQL

Power BI

Alteryx

Job description

Capital One Canada in Toronto is seeking a Servicing Delivery Lead to oversee a hybrid operational ecosystem, including a QMO, Mailroom, and outsourced back-office, driving transformation and risk management.

The role requires 5+ years in management consulting or transformation, proven cross-functional leadership, and hands-on analytics with SQL, Power BI, and Alteryx. Enjoy a hybrid work arrangement with competitive compensation.