161 Bay Street (93021), Canada, Toronto,Toronto, Ontario, Senior Associate, Servicing Operations 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?

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 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. 1-2 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 environment, 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

Working at Capital One

You’ll 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 benefits designed to support your whole self.

Take ownership of your own potential: Whether you’re looking to upskill, pivot into new business areas, or master your craft, you’ll 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 mode – 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 sup

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