Associate, Process Management

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,
Associate, Process Management
About Capital One Canada.
At Capital One, we're building a leading technology company. Founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One helps customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
As a values-driven organization, Capital One Canada is on a mission to change banking for good by helping Canadians succeed with credit. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.
Working with us
How do we do things at Capital One Canada? We listen - to our people, and to our customers. We change with the times and have adopted a flexible hybrid model. Associates working in the hybrid model are expected to come into the office 3 days a week across Tuesdays and Thursdays, reserving Mondays and Fridays as company-wide virtual days. As was true before the pandemic, expectations of being in the office will be balanced with personal life flexibility.We recognize that everyone has a unique working pattern so we're open to discussing flexible working arrangements that will best accommodate you.
At Capital One we're committed to diversity, inclusion and belonging . We strive to build a culture where diverse perspectives are valued, innovative ideas are encouraged and inclusive behaviours are embedded in everything we do to positively impact associates. Strive to build a culture where diverse perspectives are valued, innovative ideas are encouraged and to help challenge the status quo and create the best outcomes for everyone.
We're focused on helping associates live well-physically, financially and emotionally. When you join us, we support you and those who are most important to you, offering full coverage for spouses, domestic partners, and dependents. We've designed our benefits program to be flexible, comprehensive and consistent across our organization. From health and fitness center discounts, to training and professional development programs-and much more-you'll discover that Capital One is committed to helping you live your best life.
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.
A day in the life of an Associate, Process Manager
The live chat process manager will be responsible for the day to day management of the Canadian live chat process. They will work closely with internal and external partners including operations to drive process change which improve both customer and agent experiences, ensure that the live chat experience is competitive with what is in the current marketplace, manage risks in the space and drive efficiency within the process.
Responsibilities Will Involve The Following:

• 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

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 [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).