Capital One Senior Associate, Service Design & Efficiency in North York, Ontario

North York (93006), Canada, North York,Toronto, Ontario,

Senior Associate, Service Design & Efficiency

At Capital One, we march to a different beat! With thousands of employees, we never lose anyone in the shuffle, but celebrate individuals with respect and exceptional benefits. And we don’t just fill positions, but recruit the best and the brightest people that know how to set industry trends and wow consumers.

Capital One has celebrated milestones, including:

  • 148 on the Fortune 500

  • More than 31,500 associates globally

  • 50 million customer accounts

  • Canada’s Top Employer for Young People for 2013

  • Great Place to Work - Best Workplace in 2014

If you’ve been looking for a different kind of company then you’ve come to the right place. At Capital One, you’ll find energized, positive people all working together to accomplish one goal – customer satisfaction. With many opportunities to develop new skills and great benefits like educational assistance available, you’ll wonder what took you so long to get here.


The Servicing Strategy, Design and Efficiency team is passionate about providing efficient and simplified experiences for our customers at Capital One. The team is deeply involved in defining operational strategies, driving continuous improvement through collaboration with the business and implementing and monitoring processes that provide customers with ease in interacting with Capital One for their servicing needs.

In this role, the ideal candidate will be a structured problem solver who is able to balance both the strategic and the tactical. He/She will be the primary owner certain customer facing processes and customer journeys to strive towards providing effortless experiences for our customers. They will be deeply involved in defining customer strategy, deploying process improvements, designing measures and controls, and implementing monitoring to ensure that our customer experience is meeting key business objectives.


  • Own, manage and lead the design, management and improvement agenda for our key processes within the Servicing organization

  • Responsible for driving cost efficiencies, call reduction and exceptional experiences through the customer facing interaction happening across channels for servicing

  • Collaborate with cross-functional teams within Servicing and more broadly with marketing and the general operations organization to ensure we deliver exceptional products and services to our customers

  • Apply management skills such as communications and change leadership to help drive key priorities like product launches, technology changes, and continuous improvement

  • Use of various techniques and tools to define, manage and improve processes, like Visual Management, Business Process Management, Lean, and Six Sigma

  • Apply different methods for process improvement such as variation reduction, waste elimination, and risk mitigation techniques

The successful candidate will:

  • Have an inquisitive mind who likes asking questions and solving problems in innovative ways

  • Have excellent communication (written and verbal), interpersonal and relationship building skills

  • Exceptional organizational skills with ability to handle multiple tasks and competing priorities simultaneously

Basic Qualifications:

  • Bachelor's degree in Engineering or Business

  • 3 year of experience in process design

  • Proficient in MS Office Suite

Preferred Qualifications:

  • 1-3 years of previous experience in financial services

  • 1-3 years of experience in operations management

  • Business Process Management or Lean Six Sigma Certification

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.