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Process Manager, Fraud Operations

Job ID R77477 Updated date 06/13/2019 Location Toronto, Ontario
161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Process Manager, Fraud Operations

The Fraud Operation team includes a global footprint of outsourced contact centres for voice and back office functions. We are seeking a dynamic and experienced Operations Manager with a strong understanding of performance management (KPIs), an understanding of work force management and working knowledge to process management. This person will be responsible for managing the operational performance of our outsourced contact centres, which include accountability and responsibility for leading, monitoring and improvement of the fraud operations delivery channels and excellence in day-to-day business management. 


  • Partner with internal contact centres and third party suppliers to improve operational delivery and strategic goals

  • Planning and monitoring the day-to-day running of fraud operational contact centre processes to ensure operational delivery meets intent

  • Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements

  • Support in creation and revision of current customer support processes and improve them to enhance customer satisfaction

  • Designing and producing metrics used to measure efficiency and effectiveness

  • Evaluate overall performance by gathering, analyzing and interpreting data and metrics

  • Providing subject matter expertise on customer processes when representing the department in projects and other meetings

  • Collaborate with cross-functional teams as they execute marketing, operations and other business strategies ensuring we deliver exceptional products and services to our customers

  • Apply management skills such as communication and change leadership to help drive key priorities like product launches, technology changes, and continuous improvement

  • Use a variety of techniques and tools to define, manage and improve processes, like Visual Management, Business Process Management, Lean, and Six Sigma

  • Apply different methods for process improvement such as variation reduction, waste elimination, or risk mitigation techniques.

  • Responsible for Vendor Management activities as well as an evolving plan for delivering superior performance across outsourced contact centres

  • Accountability for external operational reporting and key performance indicators

  • Demonstrate excellent interpersonal, communication and organizational skills

  • Understanding of workforce management (staffing, planning, hiring)

Basic Qualifications:

  • Bachelor's degree in Engineering, Business, Commerce or Science

  • At least 2 year of experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively

  • At least 2 years of experience designing, building, managing and improving processes

  • At least 1 year of experience applying Lean thinking methodologies

  • At least 2 years of operations management (preference to Contact Centre)

Preferred Qualifications:

  • 5+ years of operations management

  • 5+ years experience working in the Financial Industry

  • Experience partnering with technology in Agile environments

  • Experience with Workforce Management

This role will be based in Toronto with some required travel to within Canada, US, and Costa Rica.

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 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

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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).