Capital One

Operations Lead

Toronto, ON

Sponsorship not specified$109k-$124kDetected 5 days ago

ComplianceForecastingBudgetingProcess ImprovementRecruitingCustomer SupportLeadershipCommunicationProblem SolvingCritical ThinkingLean Manufacturing

About the role

If you thrive in understanding how things work, making them better and solving complex problems by focusing first and foremost on the customer, then this role is for you!
Your work will directly help ensure we are keeping our promises to customers, meeting our regulatory commitments and helping us capitalize on efficiencies while constantly striving to improve our Customer Experience.
Adapt fluidly to shifting business priorities

Take full end-to-end accountability for key operational portfolios (including Fraud queues and broader Servicing ecosystems), navigating ambiguity and "white space" to build, scale, and optimize operations.
Adapt fluidly to shifting business priorities; possess the versatility to seamlessly pivot across different operational domains, master new subject matter quickly, and step in to support the broader Servicing Operations leadership team as needed.
Partner closely with Workforce Management to anticipate volume demands and scale resources effectively. Leverage performance history and operational metrics (occupancy, adherence, shrinkage) to guide the business toward optimal production activities.
Partner with internal teams and third-party suppliers to champion a high bar for agent performance, ensuring key metrics (CSAT, Resolution Rate) and quality benchmarks (QA, Regulatory Compliance) are consistently met.
Leverage exceptional communication and storytelling skills to influence internal stakeholders and external partners, driving consensus on business objectives and improving the end-to-end customer experience.
Partner with leadership to design and execute forward-looking operational planning that drives growth, profitability, and competitive success in the face of evolving regulatory demands.
For over 30 years, we've been on a mission to change banking for good and build relationships by making credit accessible, simple, intuitive and rewarding.

Operational Leadership & Autonomy: 3+ years of experience managing operational portfolios, leading cross-functional projects, or driving change initiatives.
Demonstrated success thriving in ambiguous ("white space") environments with a high degree of autonomy and independent problem-solving.
Strategic Communication: Exceptional communication and storytelling skills, with a proven capability to synthesize complex operational data into clear briefings that influence senior leadership.
3+ years of experience managing operational portfolios, leading cross-functional projects, or driving change initiatives.
Proven track record of operational versatility-the ability to rapidly master new, complex subject matter, adapt fluidly to shifting business priorities, and successfully pivot across different operational domains.

Experience navigating Customer Service Operations or scaled Agent Operations.
Working at Capital One.
Live well-physically, financially and emotionally.
This posting is for an existing vacancy.
Incentives could be discretionary or non discretionary depending on the plan.
We embrace the responsible use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes.
However, no hiring decisions are made using AI as every hiring decision is made by our hiring managers, business interviewers, and recruitment professionals.
Our teams are equipped with training that empowers them to use AI responsibly.

Ability to travel occasionally to domestic and international Capital One locations (approx. 1-2 times per year) to support partner alignment and operational reviews.

We want to help Canadians succeed with credit, because we believe in people - in our customers, in our associates, and in talent like you!

This listing is sourced directly from Capital One's careers page and normalized into a canonical job model.