Principal Associate, Process Management - Customer Interactions

at  Capital One

OUR CAPITAL ONE TEAM.

Yes, we’re a credit card company. But we’re more than that too. We’re driven by what our customers want, and how to make their lives simpler.
We’re always looking for creative ways to offer digital solutions that make sense for our customers. With your help, we’ll build the next generation of banking in Canada based on customer-focused values, compelling products and great engineering.

BASIC QUALIFICATIONS:

• At least 5 years of experience in a banking, fulfillment or process improvement management role.
• Experience leading and developing people
• Experience with risk management practices and frameworks
• A bachelor’s degree or higher.

(DON’T HAVE THEM ALL? DON’T WORRY. WE’LL HELP YOU DEVELOP THE RIGHT SKILLS FOR THE JOB):

• Experience in the statements or letters space in any regulated environment
• Experience in working with teams to develop and release campaigns
• Experience working in a tech environment and a commitment to continuous improvement and learning
• Strong leadership and communication skills, with the ability to influence and collaborate effectively with stakeholders and cross-functional team
  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)

THE MANAGER, CUSTOMER INTERACTIONS, IS RESPONSIBLE FOR:

• Ensuring business teams have the tools, resources, knowledge and support to efficiently and confidently launch their digital and non-digital messaging and account changes intent to market. You’ll accomplish this by working closely with teams across the business to understand their needs, and design and implement customer centric solutions. You will also work with technology teams to influence the release of new capabilities to address customer pain points.
• Ensuring our customers receive their statements and letters (digital/non digital) within the regulatory requirements but at the same time, innovating on the future for this space
• Connecting with internal partners and industry peers to understand trends and innovations
• Defining the strategic direction for the teams, as well as the underlying technology platform that fuels your strategic direction
• Influencing teams and senior stakeholders to your vision and proactively leveraging relationships throughout the ecosystem to align to your vision
• Building a risk management approach to all work done within the team to ensure that processes and initiatives are well managed
• Coach and mentor team members
• Annual budgets and forecasting for the team