Drive change and innovation as the Head of Complaints Management at Capital One Canada. Focus on resolving customer complaints effectively in a collaborative hybrid work atmosphere.
In this vital role, your leadership will guide a talented team in optimizing complaint processes and ensuring regulatory compliance. Your experience in complaints management and team leadership will be critical to fostering an inclusive culture and improving customer trust.
Key Responsibilities:
• Own and enhance Canada’s complaint handling processes
• Lead cross-functional teams to assess and resolve complaints
• Coordinate risk assessments and compliance with regulations
• Engage stakeholders to promote smooth operations
• Enhance user experiences through innovative service design
Requirements:
• 5-7 years in people management with diverse teams
• 5+ years in Process and Risk management
• 2+ years in regulatory complaint resolution
• Strong Continuous Improvement strate...