# Servicing Delivery Lead

**Company**: Capital One Canada
**Location**: Toronto, Ontario
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $130,000 - $148,400
**Category**: Operations
**Industry**: Finance

**Apply**: https://capitalone.wd12.myworkdayjobs.com/en-US/Capital_One/job/Toronto-ON/Servicing-Delivery-Lead_R1003113-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_ad0dde76-75b

## Description

We are seeking a Servicing Delivery Lead to join our team at Capital One Canada. As a Servicing Delivery Lead, you will direct an expansive, hybrid operational ecosystem, including an internal Quality Management Office (QMO), Mailroom operations, and an outsourced Customer Service back-office function.

You will lead, mentor, and scale a multi-tiered organization comprising direct associates, onshore contractors, and a broad team of Quality Assurance analysts. Your goal will be to cultivate a high-performance culture focused on operational rigor, continuous improvement, and robust talent development.

Key responsibilities include:

- Serving as the primary Process Owner (PcO) for multiple servicing processes, ensuring seamless execution, strict control adherence, and continuous risk mitigation.

- Overseeing core quality assurance and intent monitoring functions utilizing KPI frameworks and advanced data analytics to diagnose process health and prevent breakdowns.

- Architecting and executing a comprehensive modernization roadmap for the QMO organization, actively integrating Artificial Intelligence (AI) and automated capabilities into assessment workflows.

- Continuously re-engineering existing workflows into target-state solutions, reducing manual effort and driving enterprise-wide operational efficiency.

- Acting as a trusted advisor and negotiator across distinct business lines, aligning Servicing Delivery capacity and strategic focus with the broader objectives of the Bank.

The successful candidate will have at least 5 years of experience in management consulting, business transformation, process management, or operational risk management, as well as experience driving cross-functional strategic initiatives, managing enterprise stakeholders, and influencing senior leadership.

In return for your hard work, you will receive a competitive salary ranging from $130,000 to $148,400 per year, plus performance-based incentive compensation. You will also have access to a holistic suite of benefits designed to support your whole self, including full coverage for spouses, domestic partners, and dependents, a one-time Work From Home allowance, up to $3,000 in mental health coverage, and up to $5,000 in annual tuition subsidies.

## Skills

### Required
- management consulting
- business transformation
- process management
- operational risk management
- data analytics
- SQL
- Power BI
- Alteryx

### Nice to have
- digital enablement
- workflow automation
- enterprise technology implementations
- Lean Six Sigma
- Agile workplace environments
- outsourced vendor relationships

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Source: [Apply at capitalone.wd12.myworkdayjobs.com](https://capitalone.wd12.myworkdayjobs.com/en-US/Capital_One/job/Toronto-ON/Servicing-Delivery-Lead_R1003113-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)