Enhance customer experience at Capital One Canada as a Principal Associate in Toronto, specializing in Process Management. Drive change management initiatives with a focus on agent readiness.
In this role, you will lead efforts to improve product offerings and the overall customer experience through effective process management. You will work cross-functionally and collaborate with various teams to ensure efficient execution of business changes. The ideal candidate thrives in a dynamic environment and is driven by curiosity and teamwork.
Key Responsibilities:
• Oversee the MSCC business process for optimal agent readiness
• Collaborate on internal strategies with Servicing team partners
• Develop key relationships to improve agent and customer experiences
• Keep stakeholders informed and equipped for upcoming changes
• Conduct performance monitoring through regular forums
Requirements:
• At least 4 years in process management and optimization
• 4 years of ...