Manager, Process Management

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

Manager, Process Management

About Capital One Canada.

For over 30 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

Process Managers love solving problems and making things better. Our Process Managers are deployed across all areas of the business - Fraud, Customer Service,  Customer Resiliency, Customer Acquisitions, Payments and more - and have a huge impact on ensuring we are consistently keeping our customer promises and solving complex problems to help make us more efficient.  You’re guaranteed to be part of a smart, talented team of people responsible for creating and enhancing processes that aim to deliver excellence to your customers in every interaction.

Your Responsibilities:

•  Lead and inspire a small team to achieve excellence in process performance and continuous growth, while directly owning critical business processes to drive improvements, manage risk, and continuously evaluate the effectiveness of our controls.

• Analyze process health using KPIs and data, translating complex findings into compelling narratives to influence senior leaders and drive actionable risk mitigation strategies.

• Apply a robust, data-driven problem-solving approach to identify the root cause of complex issues, process breakdowns and continually enhance operational effectiveness to mitigate risk. 

• Lead stakeholder engagement efforts and utilize exceptional communication, teamwork, and influence skills to partner effectively with product, analytics, data, and compliance teams, fostering team alignment and driving process success.Conduct and support regular risk governance activities on monthly, quarterly and annual cadence, including process level risk assessments, control assessments and testing, issue and event management and audits

• Manage Business Continuity Planning for applicable processes

• Engage in strategic planning, demonstrating the ability to set a vision, chart a path and execute with high impact 

Basic Qualifications:

• 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 3 years of experience leading a team

• At least 1 year of hands-on experience using SQL for data querying, analysis, and reporting.

Preferred Qualifications:

• Experience using Lean Six Sigma tools & methodology

• Experience working in the Financial Industry 

• Experience working in an Agile workplace environment

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 [email protected]. 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 [email protected]

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).