Lead innovative process management with Capital One Canada in Toronto. This full-time role demands expertise in change management, driving agent readiness and enhancing customer experience.
As a Principal Associate in Process Management, you will refine key business processes while collaborating across teams like Operations and Agent Learning Design. You will oversee the Manage Servicing Communication Channels (MSCC) process, ensuring alignment and stakeholder engagement for critical changes. Your influence will enhance customer interactions and assist agents in adapting to business intent changes.
Key Responsibilities:
• Lead the MSCC business process for agent readiness
• Collaborate with stakeholders for smooth rollout of changes
• Develop relationships with upstream partners for integration
• Host forums to monitor performance and gather feedback
• Provide reporting to Senior Leadership on business impacts
Requirements:
• Minimum 4 years designing and man...