Senior Associate, Servicing Operations

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,Senior Associate, Servicing Operations 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? Our Capital One Team As a Senior Associate within the Operations team, you will work with extended teams across our Servicing network to deliver consistent, exceptional customer outcomes. 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! 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. Your Responsibilities: * Take full accountability for key operational portfolios, navigating ambiguity and "white space" to build, scale, and optimize operations. * Manage Business Process Outsourcing (BPO) partners and scale agent operations across multiple sites, languages, and/or time zones. Own the operational relationships within our BPO network to deliver consistent customer experiences and continuous improvements. * Partner closely with Workforce Management to anticipate volume demands and scale resources effectively. Leverage performance history and operational metrics (occupancy, adherence, shrinkage) to guide the business toward optimal production activities. * Partner with internal teams and third-party suppliers to champion a high bar for agent performance, ensuring key metrics (CSAT, Resolution Rate) and quality benchmarks (QA, Regulatory Compliance) are consistently met. * Leverage exceptional communication and storytelling skills to influence internal stakeholders and external partners, driving consensus on business objectives and improving the end-to-end customer experience. Confidently represent the performance of and path forward for your space in daily, weekly, monthly and quarterly ceremonies. * Gather, analyze and interpret data and metrics to evaluate operational performance and effectively convey results to stakeholde