Manager, Operations

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,
Manager, Operations
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.
At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our 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.
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 a Capital One Manager, Operations.
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.
To promote enhanced service and resolutions to our customers we are looking for a Manager, Operations for Capital One Canada, based out of our downtown Toronto office.
Be ready to join a community with some of the most talented people you've ever met, who see the customer first, and want to use their skills to make a difference. And, as a founder-led company, we're inspired to make, break, and do good. So, let's create something great together.
Want to learn more? Check out life at Capital One!
Responsibilities:

• Strategic Leadership: Develop operational business strategies that will drive growth, profitability, and competitive success for Capital One's servicing operations in the face of shifting customer and regulatory demands.

• Strategic orientation with proven ability to set a vision, chart a path and execute with high impact, leading through strategic planning and roadmap discovery.
• Bring strategies to life through end-to-end delivery of impactful initiatives, measuring their impact through testing and monitoring, being accountable for both P&L and customer outcomes.
• Manage OpEx by: projecting budgetary expenditures, providing spending recommendations, and guiding diligent ongoing management of efficiency and budgetary spend.
• Developing short and long-term workforce management strategies, leveraging modeling and analytics, optimizing resources, and ensuring alignment with business objectives while driving operational efficiency and a reliably great customer service experience.
• Anticipate volume demands and scale workforce to effectively and efficiently handle fluctuations.
• Analyze call center performance history to help guide the team towards optimal shrinkage, adherence, occupancy goals and production activities.
• Provide ongoing Call Center operational analysis, recommendations and advance planning for staffing resources while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, occupancy, etc.)
• Lead stakeholder management efforts and utilize exceptional communication, business partnering and storytelling skills to foster team alignment and drive operational success across the business as an experienced Operations Manager.
• Inspire and Empower a diverse team through visionary leadership, cultivating a culture of collaboration, continuous growth, and excellence in operational performance.
• Manage delivery of business processes by defining and implementing process improvement agendas, driving efficiencies, and using data to create better experiences for our customers.
• Potential for (limited) Travel to other Capital One locations (approx. once or twice per year).

Basic Qualifications:

• Bachelor's degree
• 10+ years of work experience with demonstrated ability to drive business strategy from inception to implementation, working with cross-functional teams.
• At least 5 years of experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively.
• At least 5 years of outsourced supplier management experience
• Strong people leadership experience: Ability to build and leverage the capabilities of a high-performing team, as well as business partners across the enterprise
• Strong Workforce Management analytical skills (staffing, forecasting, budgeting, costing, etc.).
• Analytically oriented: Experience in analytical problem-solving. Conceptual thinking skills must be complemented by a strong quantitative orientation
• Strategically minded: A thoughtful decision maker who is able to bring actionable and grounded recommendations to senior leadership. Able to identify and synthesize business challenges and opportunities, and solve for them using analysis to make strategic or tactical recommendations.
• Influential communicator: Ability to communicate complex ideas both verbally and in writing, coupled with strategic influencing skills and the ability to drive agreement through intellect and interpersonal skills.
• Proactive & assertive- Acts without being told what to do
• Ability to Travel internationally one to two times per year.

Preferred Qualifications:

• Experience working in Customer Service Operations
• Experience working with BPO firms and scaling the operations of agents across multiple sites, languages and time zones.
• 5+ years of direct people leadership experience.
• 5+ years of experience in consulting or financial services.
• Experience of using Lean Six Sigma methodologies to drive continuous improvement initiatives and experience working in an agile work environment.
• Fluency in both English and French languages is desirable

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).