Senior Manager, Process

Capital One; Toronto; Hybrid; CAD 152,000 - 173,000; Full time

Benefits offered by this job

Hybrid work model

Work From Home allowance

Mental health coverage

Tuition subsidies

Job summary

Capital One Canada is seeking a Senior Manager, Correspondence & Card Fulfillment to lead cross-functional teams and drive process improvements in fulfillment and customer experience. You will partner with Canadian, Enterprise, and external organizations to influence the vision for fulfillment experiences and ensure regulatory compliance.

You will leverage automation, data analysis, and vendor relationships to transform processes, manage performance, and deliver cost-effective operations.

Qualifications

• 8+ years leadership in process, risk management or equivalent.
• 5+ years process management experience.
• 8+ years in management consulting, business transformation or related.
• 8+ years cross-functional strategic initiatives and stakeholder management.
• 5+ years coaching and developing high-performing teams.
• 1 year data analytics experience with SQL/Power BI/Alteryx.

Responsibilities

• Build interaction models and partner with Canadian, Enterprise and external organizations to influence vision and strategy for fulfillment experiences.
• Ensure fulfillment and customer experiences for Capital One’s credit card customers meet compliance and efficiency.
• Influence policies and procedures to meet customer and associate needs.
• Lead transformation using automation, data analysis, and external partnerships.
• Establish a management system with ceremonies, controls and practices for KPIs, quality assurance, capacity planning, and budgets.
• Develop and manage a strong team of operational leaders focused on operational excellence.
• Lead cross-functional, multi-disciplined teams on high-value initiatives.
• Model and foster enterprise leadership expectations and inclusive environment.

Skills

Leadership

Process management

Management consulting

Cross-functional leadership

Data analytics

SQL

Power BI

Alteryx

Vendor management

Agile

Digital enablement

Education

Bachelor's degree

Lean Six Sigma certification

Tools

SQL

Power BI

Alteryx

Contract management software

Job description

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario, Senior Manager, Process 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?

About the Team The Senior Manager, Correspondence & Card Fulfillment is accountable for the success of our fulfillment and inclusive benefits part of the business. They work strategically with business partners and vendors to ensure our customers receive best in class service.

About the Role As a member of the Customer Solutions Extended Leadership team, this leader will be held accountable to deliver customer commitments, create innovative customer experiences, and deliver cost effectiveness and operational improvements across their portfolio. They will deliver strong process results and innovation while ensuring compliance with regulatory, legal, and other requirements. Capital One believes that employee (associate) engagement, company culture, coaching, and a strongly supportive work environment are essential ingredients to providing memorable service experiences to our customers. As such, the successful candidate will be an enlightened leader of cross-functional teams with superior skills in communication, cultural stewardship, employee engagement and an ability to include, empower and inspire people.

Your Responsibilities:

• Build interaction models and partner with the Canadian, Enterprise and external organizations, to influence the vision and strategy for our fulfillment experiences
• Ensure fulfillment and customer experiences for Capital One’s credit card customers are continually performing effectively and efficiently, while meeting all compliance and regulatory requirements.
• Influence policies and procedures to best meet the needs of our customers and associates.
• Lead transformation: Leverage automation, data analysis, and external partnerships to manage the agenda for business, operational, process and technology-based change.
• Establish and run a management system, made up of ceremonies, controls and practices which allow the team to meet expectations on: key performance indicators, quality assurance, capacity planning, and budgetary commitments.
• Develop and manage a strong team of experienced operational leaders whose primary focus is operational excellence.
• Lead cross-functional, multi-disciplined operations teams in launching high value initiatives.
• Model and ensure leaders are exemplifying the enterprise leadership expectations with ability to inspire and empower our associates to do their best work while creating an inclusive environment for all associates.

Basic Qualifications:

• 8+ years of leadership experience in process, risk management or equivalent
• At least 5 years of Process Management experience
• At least 8 years of experience in management consulting, business transformation, process management, or operational risk management.
• At least 8 years of experience driving cross-functional strategic initiatives, managing enterprise stakeholders, and influencing senior leadership.
• At least 5 years of experience leading, coaching, and developing high-performing teams.
• At least 1 year of experience leveraging data analytics and business intelligence (e.g., SQL, Power BI, Alteryx) to optimize processes, assess risk, or drive strategic decision-making.

Preferred Qualifications:

• Bachelor’s degree
• Lean Six sigma certification
• Experience with vendor relationships and contracts
• Proven track record leading digital enablement, workflow automation, or enterprise technology implementations (e.g., SaaS rollout, AI integration).
• Experience using Lean Six Sigma tools and methodologies to drive continuous improvement and optimize workflows.
• Experience operating within the Financial Services industry or highly regulated, complex enterprise environments.
• Experience working in Agile workplace environments.
• Experience managing outsourced vendor relationships, BPOs, or third-party operations

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 151,800 to 173,300. 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.

We embrace 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]. 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). At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, 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.