Servicing Delivery Lead in Toronto

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?

About the Team: The Servicing Delivery team operates as the strategic engine behind our customer and internal operations. We function as a versatile, high-impact group of operational leaders and transformation experts deployed across the enterprise—from Customer Resiliency and Fraud to Payments and Customer Service. Our mandate is to architect operational excellence, drive digital modernization, and oversee critical business processes that deliver on our customer promises.

Your Responsibilities:

• Direct an expansive, hybrid operational ecosystem, including an internal Quality Management Office (QMO), Mailroom operations, and an outsourced Customer Service back-office function.
• Lead, mentor, and scale a multi-tiered organization comprising direct associates, onshore contractors, and a broad team of Quality Assurance analysts.
• Cultivate a high-performance culture focused on operational rigor, continuous improvement, and robust talent development.
• Serve as the primary Process Owner (PcO) for multiple servicing processes, ensuring seamless execution, strict control adherence, and continuous risk mitigation.
• Oversee core quality assurance and intent monitoring functions utilizing KPI frameworks and advanced data analytics to diagnose process health and prevent breakdowns.
• Architect and execute a comprehensive modernization roadmap for the QMO organization, actively integrating Artificial Intelligence (AI) and automated capabilities into assessment workflows.
• Continuously re-engineer existing workflows into target-state solutions, reducing manual effort and driving enterprise-wide operational efficiency.
• Act as a trusted advisor and negotiator across distinct business lines, aligning Servicing Delivery capacity and strategic focus with the broader objectives of the Bank.

Basic Qualifications:

• At least 5 years of experience in management consulting, business transformation, process management, or operational risk management.
• At least 5 years of experience driving cross-functional strategic initiatives, managing enterprise stakeholders, and influencing senior leadership.
• At least 3 years of experience leading, coaching, and developing high-performing teams.
• At least 1 year of experience leveraging data analytics and business intelligence (e.g., SQL, Power BI, Alteryx) to optimize processes, assess risk, or drive strategic decision-making.

Preferred Qualifications:

• Proven track record leading digital enablement, workflow automation, or enterprise technology implementations (e.g., SaaS rollout, AI integration).
• Experience using Lean Six Sigma tools and methodologies to drive continuous improvement and optimize workflows.
• Experience operating within the Financial Services industry or highly regulated, complex enterprise environments.
• Experience working in Agile workplace environments.
• Experience managing outsourced vendor relationships, BPOs, or third-party operations.

Working at Capital One: You’ll be empowered to take end-to-end ownership of your work and your career, backed by a high-performance, hybrid culture and holistic suite of benefits designed to support your whole self.

Take ownership of your own potential: Whether you’re looking to upskill, pivot into new business areas, or master your craft, you’ll have access to tools and mentorship to reach your potential and define your career trajectory.

Find your rhythm: We believe trust fosters the flexibility and autonomy required to balance personal needs with a focus on high performance. We support a hybrid model – with 3 days in the office per week – that gives room for both collaboration and personal commitments.

Benefits built for your life: We take a holistic approach to well-being, providing support for you and those who are most important to you. This includes: full coverage for spouses, domestic partners and dependents, a one-time Work From Home allowance to build your comfortable workspace, up to $3,000 in mental health coverage and up to $5,000 in annual tuition subsidies.

You’ll find that Capital One is committed to helping you thrive and evolve every step of the way.

This posting is for an existing vacancy. The expected annual salary range for this position is $130,000 - $148,400. 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.

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.