Head of Complaints, Canada

About the role

Our Process Managers are deployed across all areas of the business - Fraud, Customer Service, Customer Acquisitions, Payments and more - and have a huge impact on ensuring we are consistently keeping our customer promises and solving complex problems to help make us more efficient. You're guaranteed to be part of a smart, talented team of people responsible for creating and enhancing processes that aim to deliver excellence to your customers in every interaction. As the Head of Canada Complaints, you will play a crucial role in leading a team of Process and Operations Managers to promote trust and confidence by providing customers with a fair and efficient process for resolving complaints. To support future changes to the regulatory environment, we are seeking a leader who can bring a problem-solving mindset to lead this change. In this role, you will: Apply excellent leadership skills, such as exceptional learning agility, communication and change management to help drive key priorities like product launches, technology changes, and continuous improvement initiatives Manage the development and deployment of the management system to enable associates to collaborate, define intent, monitor performance, and improve our processes to deliver better experiences for our customers Proactively identify and mitigate risk through implementing resilient processes and using quality management tools Lead large strategic initiatives and overall business management activities for Complaints processes Exhibit strong people management skills; foster an inclusive culture that enables the team to elevate each other Demonstrate an exceptional risk mindset Focus on the sustainable implementation of systems and processes, and promote an environment where innovation and agile-learning are expected for success

Responsibilities

• Own the end to end Capital One Canada Complaints processes
• Demonstrate a high level of expertise in all regulations, directives and guidance which apply to the bank's complaint processes
• Coordinate and perform risk assessment, monitoring, and testing activities with first and second line to ensure the process remains current and compliant with Enterprise Complaints and Regulatory standards
• Manage control design and effectively challenge monitoring and testing activities to ensure regulatory compliance controls are operating and aligned to regulatory requirements
• Build and manage interaction models with stakeholders across Product, Tech, Risk, Legal and Compliance
• Promote scalable, sustainable and flexible operational processes through effective controls
• Leverage Service Design methodology to define and implement ever better associate and customer experiences through the Complaints program

Requirements

• Deep understanding of banking products and services, specifically the Complaints handling process for banks in Canada
• At least 5-7 years of people management, leading a diverse team of process and operations job families
• 2+ years of experience working in Complaints or similar regulatory environment
• 5+ years of experience with Continuous Improvement strategies and execution
• 5+ years of experience in Process, Operations or Risk management
• 5+ year experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively
• Bachelor's Degree in Business, Engineering, Commerce or Science
• 5+ years of experience working in the Financial Industry
• Proficiency with Lean and/or Six Sigma tools & methodology
• Familiarity with Capital One data environment and/or basic SQL knowledge
• Working at Capital One.
• Enjoy a hybrid work environment, with 3 days in the office. Build a comfortable workspace with our one-time, Work From Home allowance and enjoy our head office located conveniently across the street from Union Station.

Benefits

Additional Information

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario, Head of Complaints, Canada About Capital One Canada. 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. We want to help Canadians succeed with credit, because we believe in people - in our customers, in our associates, and in talent like you!

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