Senior Associate, Servicing Strategy
Core
Define Capital One Canada's 5-to-10-year servicing vision and deliver key strategic initiatives to optimize agent technology, supplier footprint, and process efficiency.
Role type
Senior Associate, Servicing Strategy
Builds
Long-term servicing roadmap, operational strategies, and workforce distribution plans
Domain
Banking / Financial Services / Operations Strategy
Deliverable
product features
Required skills
Strategic planning, project management, data analytics, stakeholder management, regulatory compliance, supplier relationship management, workforce strategy, process optimization, executive reporting
Preferred skills
Agile methodology, complex partner relationship navigation, independent problem solving, operational data analysis, customer service operations experience, scaled agent operations experience
Technologies
SQL, Tableau, Snowflake, MS Office Suite/G-suite
Responsibilities
Shape strategy and execution of key initiatives to advance Servicing Strategy; Adapt quickly to shifting priorities across operational domains; Utilize project management frameworks to deliver high-quality work; Produce clear status reports and executive summaries; Align strategic initiatives with long-term Servicing Strategy; Transform customer and operational data to drive improvements in customer experience; Leverage basic coding and data visualization to understand operational health; Collaborate with leadership to design long-term workforce strategies; Provide governance and relationship management with third-party suppliers.