Senior Associate, Servicing Operations

Capital One Canada; Toronto; On-site; CAD 95,000 - 108,000; Full time

Benefits offered by this job

Hybrid work model

Mental health coverage

Tuition subsidies

Work From Home allowance

Dependent coverage

Spouse coverage

Job summary

Capital One Canada is seeking a Senior Associate within the Operations team in Toronto to deliver consistent, exceptional customer outcomes. You will take accountability for key portfolios, manage BPO partners, and partner with Workforce Management to anticipate volume demands.

This role emphasizes data-driven decision making, stakeholder communication, and continuous process improvements across sites and time zones, with occasional travel.

Qualifications

• 2+ years experience managing BPO or Vendor relationships in a Customer Servicing environment.
• At least 3 years experience in a cross-functional environment, ensuring stakeholder expectations are managed effectively
• At least 3 years of experience in a fast-paced, dynamic environment with proven ability to adapt to changing priorities, independent problem-solving, and exercising a high degree of autonomy.

Responsibilities

• Take full accountability for key operational portfolios, navigating ambiguity and "white space" to build, scale, and optimize operations.
• Manage Business Process Outsourcing (BPO) partners and scale agent operations across multiple sites, languages, and/or time zones. Own the operational relationships within our BPO network to deliver consistent customer experiences and continuous improvements.
• Partner closely with Workforce Management to anticipate volume demands and scale resources effectively. Leverage performance history and operational metrics (occupancy, adherence, shrinkage) to guide the business toward optimal production activities.
• Partner with internal teams and third-party suppliers to champion a high bar for agent performance, ensuring key metrics (CSAT, Resolution Rate) and quality benchmarks (QA, Regulatory Compliance) are consistently met.
• Leverage exceptional communication and storytelling skills to influence internal stakeholders and external partners, driving consensus on business objectives and improving the end-to-end customer experience. Confidently represent the performance of and path forward for your space in daily, weekly, monthly and quarterly ceremonies.
• Gather, analyze and interpret data and metrics to evaluate operational performance and effectively convey results to stakeholders. Regularly evaluate the efficiency of existing business procedures and proactively propose improvements to achieve better business outcomes and enhance customer experience.
• Apply leadership skills such as communication and change management to help drive key priorities like product launches, technology changes, and continuous improvement initiatives
• Ability to travel occasionally to domestic and international Capital One locations (approx. 1–2 times per year) to support partner alignment and operational reviews.

Skills

Vendor management

Cross-functional collaboration

Project management

Lean Six Sigma

Financial Industry experience

Job description

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,Senior Associate, Servicing Operations

About Capital One Canada

For 30 years, we’ve been on a mission to change banking for good. We challenge the traditional bank stereotype, fostering a culture where innovation thrives and bold ideas are celebrated.

We’re driven by what’s possible, leveraging the power of data and technology to empower innovative solutions, inspire one another to dream boldly, and take transformative ownership of decisions and outcomes that directly impact millions of Canadians. Every challenge is an opportunity to lead from the front, working together toward a shared vision that extends far beyond banking.

We balance high-performance with investment in your long-term success, ensuring you have the support you need to do your best work. Here, you’ll take full accountability for your path, upskilling through hands-on experience and mentorship, to turn your curiosity into a career built on your own terms.

Are you ready to redefine what’s next?

Our Capital One Team

As a Senior Associate within the Operations team, you will work with extended teams across our Servicing network to deliver consistent, exceptional customer outcomes.

About the Role

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! Your work will directly help ensure we are keeping our promises to customers, meeting our regulatory commitments and helping us capitalize on efficiencies while constantly striving to improve our Customer Experience.

Your Responsibilities:

• Take full accountability for key operational portfolios, navigating ambiguity and "white space" to build, scale, and optimize operations.
• Manage Business Process Outsourcing (BPO) partners and scale agent operations across multiple sites, languages, and/or time zones. Own the operational relationships within our BPO network to deliver consistent customer experiences and continuous improvements.
• Partner closely with Workforce Management to anticipate volume demands and scale resources effectively. Leverage performance history and operational metrics (occupancy, adherence, shrinkage) to guide the business toward optimal production activities.
• Partner with internal teams and third-party suppliers to champion a high bar for agent performance, ensuring key metrics (CSAT, Resolution Rate) and quality benchmarks (QA, Regulatory Compliance) are consistently met.
• Leverage exceptional communication and storytelling skills to influence internal stakeholders and external partners, driving consensus on business objectives and improving the end-to-end customer experience. Confidently represent the performance of and path forward for your space in daily, weekly, monthly and quarterly ceremonies.
• Gather, analyze and interpret data and metrics to evaluate operational performance and effectively convey results to stakeholders. Regularly evaluate the efficiency of existing business procedures and proactively propose improvements to achieve better business outcomes and enhance customer experience.
• Apply leadership skills such as communication and change management to help drive key priorities like product launches, technology changes, and continuous improvement initiatives
• Ability to travel occasionally to domestic and international Capital One locations (approx. 1–2 times per year) to support partner alignment and operational reviews.

Basic Qualifications:

• 2+ years experience managing BPO or Vendor relationships in a Customer Servicing environment
• At least 3 years experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively
• At least 3 years of experience in a fast-paced, dynamic environment with proven ability to adapt to changing priorities, independent problem-solving, and exercising a high degree of autonomy.

Preferred Qualifications:

• Experience managing projects or leading change initiatives
• Experience of using Lean & Six Sigma tools & methodology
• Experience working in the Financial Industry

Working at Capital One

You’ll be empowered to take end-to-end ownership of your work and your career, backed by a high-performance, hybrid culture and holistic suite of benefits designed to support your whole self.

• Take ownership of your own potential: Whether you’re looking to upskill, pivot into new business areas, or master your craft, you’ll have access to tools and mentorship to reach your potential and define your career trajectory.
• Find your rhythm: We believe trust fosters the flexibility and autonomy required to balance personal needs with a focus on high performance. We support a hybrid model – with 3 days in the office per week – that gives room for both collaboration and personal commitments.
• Benefits built for your life: We take a holistic approach to well-being, providing support for you and those who are most important to you. This includes: full coverage for spouses, domestic partners and dependents, a one-time Work From Home allowance to build your comfortable workspace, up to $3,000 in mental health coverage and up to $5,000 in annual tuition subsidies.

You’ll find that Capital One is committed to helping you thrive and evolve every step of the way.

This posting is for an existing vacancy.

The expected annual salary range for this position is 94,800 - 108,200. This role is also eligible to earn performance-based incentive compensation, which may include cash bonus(es). Incentives could be discretionary or non-discretionary depending on the plan.

Weembrace the responsible use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. However, no hiring decisions are made using AI as every hiring decision is made by our hiring managers, business interviewers, and recruitment professionals. Our teams are equipped with training that empowers them to use AI responsibly.

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].

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).