Sr. Associate, Process

Sr. Associate, Process – 161 Bay Street, 93021, Toronto, Ontario, Canada

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. As a Process Manager within Capital One, you will work with extended teams across the enterprise to manage and improve processes by ensuring we are keeping our promises to customers, meeting regulatory commitments, and continuously improving.

You will work within an agile environment, collaborating with cross-functional teams, and have opportunities to learn from other job families such as Data Science, Business Analytics, and Product Management.

• Improve process improvements, validate business intent, and collaborate with internal and external stakeholders to enhance customer experience.
• Develop and perform quality assurance routines, controls testing, and assessment to monitor process performance on existing processes.
• Leverage customer data, research, and observations to craft actionable insights that create strategies to improve customer experiences and drive operational performance.
• Define and implement process improvement agendas, driving efficiencies to create better experiences for customers.
• Apply leadership skills such as communication and change management to drive key priorities like product launches, technology changes, and continuous improvement initiatives.
• Use techniques and tools to document, define, manage and improve processes and channel performance, such as Visual Management, Business Process Management, Lean, and Six Sigma.
• Own and manage issue troubleshooting and resolution.
• Leverage basic coding and/or data visualization (e.g., SQL, Tableau) to understand process health and emerging trends.
• Maintain knowledge of regulatory and enterprise requirements, ensuring documentation is relevant and updated.
• Proactively identify and mitigate risk by implementing well‑managed processes and quality management tools.
• Prepare reports to share with regulators and analyze data to generate insights.

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

• Experience using Lean & Six Sigma tools and methodology.
• Experience working in the financial industry.
• Experience working in an Agile workplace environment.
• Experience in basic coding and/or data visualization (e.g., SQL, Tableau).
• Experience working at Capital One.

Hybrid work environment with 3 days in the office. Work from Home allowance, head office located conveniently across the street from Union Station. Full coverage for spouses, domestic partners, and dependents. Up to $3,000 in mental health coverage and up to $5,000 in tuition subsidies per year. Additional benefits include support for physical, financial, and emotional well‑being.

Expected annual salary range: 94,800 – 108,200. Eligible for performance‑based incentive compensation, which may include cash bonuses.

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.

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