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

Principal Associate, Process Manager

Process Managers thrive in understanding how things work – that means mapping out business processes, understanding and mitigating business risks and ensuring we have the right controls in place – and then making them better. As a Process Manager, you will work with extended teams across the enterprise to manage and improve our business processes.

The responsibilities of the Process Manager include:

• Manage the daily process flow including process measurement, analysis, and responding to breakdowns as needed
• Define and implement process improvement agendas, driving efficiencies to create better experiences for our customers
• Leverage Service Design methodology to define and implement best in class customer experiences
• Collaborate with various departments (such as our agile software studio, our partners or our customer service sites) in different locations to develop and execute effective processes
• Apply leadership skills such as communication and change management to help drive key priorities like product launches, technology changes, and continuous improvement
• Use a variety of Lean and Six Sigma techniques and tools to design, manage and improve processes.
• Maintain knowledge of operational procedures and ensure documentation is relevant and updated
• Perform quality assurance routines on existing processes
• Proactively identify and mitigate risk by implementing well-managed processes and the use of quality management tools
• Provide oversight of the daily process flow including process performance, analysis, and responding to breakdowns as needed
• Collaborate with various departments (such as our agile software studio, our partners or our customer service sites) in different locations to develop and execute effective processes

Basic Qualifications:

• Bachelor’s degree in Engineering, Business, Commerce, or Science
• At least 3 years  of experience designing, managing, and improving processes
• At least 2 year experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively

Preferred Qualifications:

• Experience working in the Financial Industry
• Experience working in an Agile workplace environment
• Familiarity with Lean and/or Six Sigma tools & methodology

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).