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.