Senior Manager, Process

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario, Senior Manager, Process About Capital One Canada For 30 years, we’ve been on a mission to change banking for good. We challenge the traditional bank stereotype, fostering a culture where innovation thrives and bold ideas are celebrated. We’re driven by what’s possible, leveraging the power of data and technology to empower innovative solutions, inspire one another to dream boldly, and take transformative ownership of decisions and outcomes that directly impact millions of Canadians. Every challenge is an opportunity to lead from the front, working together toward a shared vision that extends far beyond banking. We balance high-performance with investment in your long-term success, ensuring you have the support you need to do your best work. Here, you’ll take full accountability for your path, upskilling through hands-on experience and mentorship, to turn your curiosity into a career built on your own terms.  Are you ready to redefine what’s next? About the Team The Senior Manager, Correspondence & Card Fulfillment is accountable for the success of our fulfillment and inclusive benefits part of the business. They work strategically with business partners and vendors to ensure our customers receive best in class service. About the Role As a member of the Customer Solutions Extended Leadership team, this leader will be held accountable to deliver customer commitments, create innovative customer experiences, and deliver cost effectiveness and operational improvements across their portfolio.  They will deliver strong process results and innovation while ensuring compliance with regulatory, legal, and other requirements. Capital One believes that employee (associate) engagement, company culture, coaching, and a strongly supportive work environment are essential ingredients to providing memorable service experiences to our customers. As such, the successful candidate will be an enlightened leader of cross-functional teams with superior skills in communication, cultural stewardship, employee engagement and an ability to include, empower and inspire people. Your Responsibilities: • Build interaction models and partner with the Canadian, Enterprise and external organizations, to influence the vision and strategy for our fulfillment experiences • Ensure fulfillment and customer experiences for Capital One’s credit card customers are continually performing effectively and efficiently,  while meeting all compliance and regulatory requirements. • Influence policies and procedures to best meet the needs of our customers and associates. • Lead transformation: Leverage automation, data analysis, and external partnerships to  manage the agenda for business, operational, process and technology-based change. • Establish and run a management system, made up of ceremonies, controls and practices which allow the team to meet expectations on: key performance indicators, quality assurance, capacity planning, and budgetary commitments.  • Develop and manage a strong team of experienced operational leaders whose primary focus is  operational excellence. • Lead cross-functional, multi-disciplined operations teams in launching high value initiatives. • Model and ensure leaders are exemplifying the enterprise leadership expectations with ability to inspire and empower our associates to do their best work while creating an inclusive environment for all associates. Basic Qualifications: • 8+ years of leadership experience in process, risk management or equivalent  • At least 5 years of Process Management experience  • At least 8 years of experience in management consulting, business transformation, process management, or operational risk management. • At least 8 years of experience d