Afonso Silva
Senior Process Manager - Digital Communication Channels @Capital One
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WORK HISTORY
Senior Process Manager - Digital Communication Channels @Capital One
Toronto, ON, CA
Overseeing end-to-end process management for digital communication channels — email, push notifications, SMS, and mobile app — ensuring compliant, efficient, and reliable delivery of messaging initiatives across the full campaign lifecycle.• Leading operational oversight of digital messaging systems, partnering directly with product managers to ensure business teams can effectively leverage these platforms while managing associated compliance and operational risks.• Serving as the operational bridge between product, business, and technology teams, translating digital product capabilities into executable processes within an Agile delivery environment and ensuring risk and compliance requirements are embedded throughout the product lifecycle.• Leveraging SQL-driven analytics to extract performance metrics and inform process optimization, control refinement, and operational risk remediation strategies.• Spearheading platform migration initiatives with Canadian and US business and technology teams, consolidating workflows, automating processes, and driving measurable reductions in digital messaging cycle time.
EDUCATION
Universidade Estadual de Campinas
Specialization in Automation and Control of Industrial and Agroindustrial Processes
George Brown College
Management Consulting
Universidade Católica Dom Bosco
Bachelor of Engineering - Mechatronics
Gies College of Business - University of Illinois Urbana-Champaign
Master of Business Administration - MBA
SKILLS
ABOUT AFONSO SILVA
I am a Process & Product Operations Professional with over eight years of experience designing and managing business processes and product operations, specializing in financial services. I have a strong track record of optimizing workflows and process efficiency while ensuring compliance with relevant laws and internal policies. My expertise spans risk and control management, product operations, process performance monitoring, and data-driven analysis. With a collaborative mindset and a commitment to continuous improvement, I excel at translating operational excellence into measurable business results that enhance customer experience and drive organizational success.
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