Senior Associate, Servicing Strategy

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario, Senior Associate, Servicing Strategy About Capital One Canada For 30 years, we’ve been on a mission to change banking for good. We challenge the traditional bank stereotype, fostering a culture where innovation thrives and bold ideas are celebrated. We’re driven by what’s possible, leveraging the power of data and technology to empower innovative solutions, inspire one another to dream boldly, and take transformative ownership of decisions and outcomes that directly impact millions of Canadians. Every challenge is an opportunity to lead from the front, working together toward a shared vision that extends far beyond banking. We balance high-performance with investment in your long-term success, ensuring you have the support you need to do your best work. Here, you’ll take full accountability for your path, upskilling through hands-on experience and mentorship, to turn your curiosity into a career built on your own terms.  Are you ready to redefine what’s next?

The Servicing Strategy team defines Capital One Canada’s 5-to-10-year servicing vision and works backward to deliver key strategic initiatives. Blending strategic leadership, operational expertise, cross-functional collaboration, and modern capabilities like AI, the team lays the foundational roadmap guiding the long-term trajectory of servicing  About the Role If you thrive in understanding how things work, making them better and solving complex problems by focusing first and foremost on the customer, then this role is for you! As an associate within Capital One, you will work with extended teams across the enterprise to further Capital One’s Servicing Operational strategy. Your work will directly help ensure we are keeping our promises to customers, meeting our regulatory commitments and helping us capitalize on efficiencies while constantly striving to improve our Customer Experience.

Help shape strategy and execution of key initiatives to advance Capital One Canada’s Servicing Strategy, driving efficiencies across agent technology, supplier footprint, and process optimization Adapt quickly to shifting priorities, seamlessly navigating different operational domains to support the Servicing leadership team on critical initiatives Utilize project management  frameworks & methodologies (i.e. integrated project plan) to deliver high quality work, and demonstrate an aptitude for testing & risk management  Produce clear, concise status reports and executive summaries that communicate project health, upcoming milestones, and key decisions required Align strategic initiatives with the longer term Servicing Strategy, ensuring operational capabilities scale to support future product rollouts, changing customer needs, and evolving agent talent profiles Transform Uses customer and operational data to tell clear stories that drive improvements in the customer experience, streamline operations, and build alignment with Servicing leadership and key partners (Legal, Finance, Risk, etc.). Leveraging basic coding and/or data visualization (e.g. SQL, Tableau) to understand operational health and emerging trend Collaborate with leadership to design long-term workforce strategies that mitigate geographic risk, macroeconomic trends, cost efficiencies and optimize global agent capacity distribution Provide governance and relationship management, partnering with third-party suppliers to ensure long-term business targets are met while maintaining a high bar for quality and regulatory compliance Basic Qualifications : At least 3 years of experience working in the Financial Industry or agile workplace environment Proficient in MS Office Suite/G-suite Proficient in data analytics (SQL, Tableau, Snowflake) Preferred Qualifications: Bachelor's degree in Business, Commerce, Engineering, Science, or related fields Experience in a fast-paced environment navigating complex partner