Manager, Process Management

Capital One Canada; Toronto; Hybrid; CAD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Process Manager who thrives on problem-solving and improving customer experiences. In this dynamic role, you will collaborate with cross-functional teams to enhance processes and drive operational effectiveness. With a strong focus on customer needs, you’ll lead initiatives that make a real difference. This innovative firm offers a hybrid work environment, generous mental health support, and a commitment to your professional growth. Join a talented community dedicated to making banking accessible and rewarding for all Canadians.

Benefits

Work From Home allowance

Mental health coverage up to $3000

Tuition subsidies up to $5000

Comprehensive health coverage for dependents

Qualifications

• 5+ years in process management or related fields.
• Experience leading teams and managing stakeholder expectations.

Responsibilities

• Lead a team, fostering collaboration and process excellence.
• Manage process improvements and evaluate KPIs regularly.

Skills

Problem Solving

Communication Skills

Organizational Skills

Curiosity

Education

Bachelor's degree

Tools

Lean & Six Sigma

SQL

Tableau

Job description

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

Manager, Process Management

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

A Day in the Life of a Process Manager

If you thrive in understanding how things work, making them better and solving complex problems by focusing first and foremost on the customer, then this role is for you! As a Process Manager within Capital One, you will work with extended teams across the enterprise to manage and improve your processes by ensuring we are keeping our promises to customers, meeting our regulatory commitments and continuously improving. You will work within an agile environment, collaborating with 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.

Here’s What You’ll Need To Be Successful:

• A passion for problem solving with the ability to lean into challenges
• Excellent communication skills
• Curiosity driven, self-starter, accountable and life long learner
• Solid organizational skills including attention to detail

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 skills to make a difference. And, as a founder-led company, we’re inspired to make, break, and do good. So, let’s create something great together.

Want to learn more? Check out life at Capital One!

The responsibilities include:

• Inspire and empower a small team of associates, leading a culture of collaboration, continuous growth, and excellence in process performance
• Direct ownership of business processes as a Process Owner, accountable for supporting performers with designing and implementing process improvements, managing risks and improving effectiveness of our controls
• Launch customer-facing campaigns to support key Customer Management activities
• Regularly evaluate the health of our processes through monitoring KPIs and share insights and risk mitigation plans with senior leaders and accountable executives
• Apply various methods for process improvement (Visual Management, Lean, Six Sigma) to continually enhance operational effectiveness, identify the root cause of issues and manage risk
• Lead stakeholder engagement efforts and utilize exceptional communication, teamwork and influence skills to foster team alignment and drive process success
• Partner with customer research and design teams to understand and map out key customer needs to support improvement initiatives and new features or programs Partner with product and technology teams to drive experience improvements
• Strategic planning, demonstrating the ability to set a vision, chart a path and execute with high impact
• Understand and influence across a value stream, including tech, business, product, and operations

Basic Qualifications:

• Bachelor's degree
• At least 5 years of experience working in process management, risk management, continuous improvement or project management roles.
• At least 5 years of experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively
• At least 2 years of experience leading a team

Preferred Qualifications:

• Experience using Lean & Six Sigma tools & methodology
• Experience working in the Financial Industry
• Experience working in an Agile workplace environment
• Experience in basic coding and/or data visualization (e.g. SQL, Tableau)
• Experience working in customer research or practicing customer-backed problem solving

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 1-800-304-9102 or via email at [e-mail]. 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 [e-mail]

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).