Associate, Process Management

at  Capital One

BASIC QUALIFICATIONS:

• Recent graduate from (< 1 year) an undergraduate degree from an accredited Canadian University.

PREFERRED QUALIFICATIONS

• Experience in problem solving
• Familiarity with Lean/Six Sigma/Process Improvement tools & methodology
• Experience in basic coding and/or data visualization (e.g. SQL, Quicksight, Tableau). If you know how to write code and pull data, that’s awesome. If not, don’t worry as long as you have an interest in it and aptitude for learning it.
• Teamwork experience and ability to collaborate with others
  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 RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com
  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)

• Leading and managing the live chat process. The process manager will be responsible for improving chat efficiency, risk management, driving process improvements, validating business intent and working with internal and external stakeholders to ensure we are working towards improving customer experience.
• Engaging with internal stakeholders and business partners to maximize operational efficiencies and service levels in the live chat environment
• Executing intent to help drive live chat objectives & key Results forward
• Monitoring Key Performance Indicators and Critical to Quality Metrics to measure performance and effectiveness in meeting customer and business intent
• Using a variety of techniques and tools to document, define, manage and improve processes and chanel performance, like Visual Management, Business Process Management, Lean, and Six Sigma
• Overseeing live chat management for the Canada business
• Owning and managing issue troubleshooting and resolution