Sr. Associate, Process Management

Capital One; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading financial services company in Toronto is seeking a Sr. Associate in Process Management to enhance customer experiences through process improvements. The role involves developing strategies, quality assurance, and working collaboratively within an agile team. Candidates should have a Bachelor's degree and at least 3 years of experience in process design and management. Enjoy a hybrid work environment with robust support for associates.

Benefits

Work From Home allowance

Mental health coverage up to $3000

Tuition subsidies up to $5000

Qualifications

• At least 3 years of experience designing, building, managing and improving processes.
• Experience working in a cross-functional environment.

Responsibilities

• Improve process performance and customer experience.
• Develop quality assurance routines and monitor process performance.
• Create strategies to enhance customer experience.

Skills

Process improvement

Data analysis

Stakeholder management

Leadership

Agile methodology

Education

Bachelor's degree in Engineering, Business, or related fields

Tools

SQL

Tableau

Lean methodology

Six Sigma

Job description

Sr. Associate, Process Management

Sr. Associate, Process Management

Apply locations: Toronto, ON | Time type: Full time | Posted on: Posted 2 Days Ago | Job requisition id: R209611

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 — our customers, our associates, and talent like you!

About the Role

If you thrive in understanding how things work, making them better, and solving complex problems with a customer-first focus, then this role is for you! As a Process Manager at Capital One, you will collaborate with cross-functional teams to manage and improve processes, ensuring we meet our promises to customers, comply with regulations, and pursue continuous improvement. You will work within an agile environment, gaining exposure to Data Science, Business Analytics, and Product Management.

Your Responsibilities:

• Improve processes, validate business intent, and work with stakeholders to enhance customer experience.
• Develop quality assurance routines, controls testing, and monitor process performance.
• Use customer data, research, and observations to create insights for strategy and operational improvements.
• Define and drive process improvement initiatives for better customer experiences.
• Apply leadership skills such as communication and change management for product launches, technology changes, and ongoing improvements.
• Utilize tools like Visual Management, Business Process Management, Lean, and Six Sigma to document and improve processes.
• Manage issue troubleshooting and resolution.
• Leverage basic coding and data visualization tools (e.g., SQL, Tableau) to analyze process health and trends.
• Maintain knowledge of regulatory and operational requirements, ensuring documentation is current.
• Identify and mitigate risks through well-managed processes and quality tools.
• Prepare regulatory reports and analyze data to generate insights.

Basic Qualifications:

• Bachelor's degree in Engineering, Business, Commerce, Science, or related fields.
• Minimum 3 years of experience in designing, managing, and improving processes.
• At least 3 years of experience working in a cross-functional environment with stakeholder management.

Preferred Qualifications:

• Experience with Lean & Six Sigma methodologies.
• Experience in the Financial Industry.
• Experience working in an Agile environment.
• Experience in coding and data visualization (e.g., SQL, Tableau).

Working at Capital One

Enjoy a hybrid work environment with 3 days in the office. Benefit from our Work From Home allowance and our head office near Union Station.

We support your well-being—financially, physically, and emotionally—with comprehensive coverage and subsidies.

Capital One Canada is an equal opportunity employer committed to diversity and inclusion. We consider all qualified applicants and accommodate those who require reasonable adjustments.

If you need an accommodation during the application process, contact us at 1-800-304-9102 or [e-mail]. All information will be kept confidential.

For technical support or questions about the recruiting process, email [e-mail].

Note: Capital One does not endorse third-party products or services.

Positions posted in Canada are for Capital One Canada; in the UK for Capital One Europe; and in the Philippines for Capital One Philippines Service Corp. (COPSSC).

Internal Mobility

To apply internally, you must meet these criteria:

• Been in your current role for at least 6 months.
• Recent performance rating of "Solid" or above.
• Not currently under a Performance Improvement Plan or Final Written Warning.
• Meet all Basic Qualifications of the role.

Use your personal email when applying, not your Discover email. Applying for roles above your current level is limited to certain cases, typically roles at the same or lower level, such as moving from Senior Coordinator to Principal Coordinator.