Principal Associate, Operations

Capital One Canada

Toronto, Ontario, Canada
Base: $108,900 to $124,300 annually; bonus: eligib...
3d onsite
3+ years cross-functional operational experience
1+ year workforce management forecasting expertise
Strong quantitative analytical problem-solving skills
This role involves owning end-to-end operations for Fraud queues while ensuring regulatory compliance and exceptional customer outcomes

Job Summary

  • This role involves owning end-to-end operations for Fraud queues while ensuring regulatory compliance and exceptional customer outcomes.
  • The position requires managing Servicing OpEx through budgetary planning and providing resource recommendations based on data-driven projections.
  • Capital One offers a hybrid work environment with comprehensive benefits including up to $5000 in annual tuition subsidies and mental health coverage.

Matching Summary

This role involves owning end-to-end operations for Fraud queues while ensuring regulatory compliance and exceptional customer outcomes.

Salary

Base: $108,900 to $124,300 annually; Bonus: Eligible for performance-based incentive compensation; Benefits: Full coverage for dependents, up to $5000 tuition subsidy, $3000 mental health coverage

Skills & Requirements

Must-have

  • 3+ years cross-functional operational experience
  • 1+ year Workforce Management forecasting expertise
  • Strong quantitative analytical problem-solving skills
  • Experience managing outsourced partners and BPO firms
  • Ability to drive data-driven business strategies

Nice-to-have

  • Lean Six Sigma methodology experience
  • Agile work environment background
  • Customer Service Operations domain knowledge
  • Multilingual and multi-site scaling experience
  • Excellent storytelling and communication skills

Key Requirements

  • 3+ years operational experience in cross-functional environments
  • 1+ years of Workforce Management (WFM) experience
  • Proven ability to lead change initiatives independently
  • Experience with Lean Six Sigma methodologies preferred

Work Rights

Not specified

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