161 Bay Street (93021) Canada TorontoToronto Ontario

Senior Associate Servicing Operations

About Capital One Canada

For 30 years weve 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.

Were driven by whats 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 chance 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 youll 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 whats next

Our Capital One Team

As a Senior Associate within the Operations team you will work with extended teams across our Servicing network to deliver consistent exceptional customer outcomes.

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.

Your Responsibilities:

- Take full accountability for key operational portfolios navigating ambiguity and white space to build scale and optimize operations.
- Manage Business Process Outsourcing (BPO) partners and scale agent operations across multiple sites languages and/or time zones. Own the operational relationships within our BPO network to deliver consistent customer experiences and continuous improvements.
- 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. Confidently represent the performance of and path forward for your space in daily weekly monthly and quarterly ceremonies.
- Gather analyze and interpret data and metrics to evaluate operational performance and effectively convey results to stakeholders. Regularly evaluate the efficiency of existing business procedures and proactively propose improvements to achieve better business outcomes and enhance customer experience.
- Apply leadership skills such as communication and change management to help drive key priorities like product launches technology changes and continuous improvement initiatives
- Ability to travel occasionally to domestic and international Capital One locations (approx. 12 times per year) to support partner alignment and operational reviews.

Basic Qualifications:

- 2 years experience managing BPO or Vendor relationships in a Customer Servicing environment
- At least 3 years experience working in a cross-functional workplace ensuring stakeholder expectations are managed effectively
- At least 3 years of experience in a fast-paced dynamic environment with proven ability to adapt to changing priorities independent problem-solving and exercising a high degree of autonomy.

Preferred Qualifications:

- Experience managing projects or leading change initiatives
- Experience of using Lean & Six Sigma tools & methodology
- Experience working in the Financial Industry

Working at Capital One

Youll be empowered to take end-to-end ownership of your work and your career backed by a high-performance hybrid culture and holistic suite of advantages designed to support your whole self.

- Take ownership of your own potential: Whether youre looking to upskill pivot into new business areas or master your craft youll have access to tools and mentorship to reach your potential and define your career trajectory.
- Find your rhythm: We believe trust fosters the flexibility and autonomy required to balance personal needs with a focus on high performance.



We support a hybrid model with 3 days in the office per week that gives room for both collaboration and personal commitments.
- Benefits built for your life: We take a holistic approach to well-being providing support for you and those who are most important to you. This includes: full coverage for spouses domestic partners and dependents a one-time Work From Home allowance to build your comfortable workspace up to $3000 in mental health coverage and up to $5000 in annual tuition subsidies.

Youll find that Capital One is committed to helping you thrive and evolve every step of the way.

This posting is for an existing vacancy.

The expected annual salary range for this position is 94800 - 108200. This role is also eligible to earn performance-based incentive compensation which may include cash bonus(es). Incentives could be discretionary or non-discretionary depending on the plan.

Weembrace 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.

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- or via email at . 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 Ones recruiting process please send an email to

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).

Required Experience:

Senior IC

📌 Senior Associate, Servicing Operations (Toronto)
🏢 Capital One
📍 Toronto