Head of Canada Complaints

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,Head of Canada Complaints
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!
About the Team
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.
About the Role
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

Your 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
• Lead a cross functional team including Complaint Adjudicators, Operations Manager, Process Manager and Complaints data analyst to thoroughly and critically assess and respond to a wide variety of complaints within the timelines established by management and regulatory agencies. This includes liaising directly with customers in respect of their concerns, as well as internal partners
• 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

Basic Qualifications:

• 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

Preferred Qualifications:

• 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.
Live well-physically, financially and emotionally. Receive support for you and those who are most important to you, with full coverage for spouses, domestic partners, and dependents. With up to $3000 in mental health coverage and up to $5000 in tuition subsidies per year-and much more-you'll discover that Capital One is committed to helping you live your best life.
This posting is for an existing vacancy.
The expected annual salary range for this position is $151,800 to $173,300. This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es). Incentives could be discretionary or non discretionary depending on the plan.
We embrace the responsible use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. However, no hiring decisions are made using AI as every hiring decision is made by our hiring managers, business interviewers, and recruitment professionals. Our teams are equipped with training that empowers them to use AI responsibly.
We may use your information for automated decision making. We may, for certain purposes, render a decision based exclusively on automated processing of your personal information as a part of the candidate screening process.
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.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to [email protected]
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).