About the Role

To promote enhanced service and resolutions to our customers we are looking for a Manager, Customer Resiliency Operations for Capital One Canada, based out of our downtown Toronto office. Be ready to join a community with some of the most talented people you’ve ever met, who see the customer first, and want to use their skills to make a difference. And, as a founder-led company, we’re inspired to make, break, and do good. So, let’s create something great together. 

If you thrive in understanding how things work, making them better, and solving complex problems by focusing first and foremost on the customer, then this role is for you! As a Manager in the Customer Resiliency Operations team, you will play a crucial role in leading a team of associates and owning the day-to-day management of our panel of outsourced collection and recovery agencies and law firms. Your leadership will directly help ensure we are keeping our promises to customers navigating financial difficulty, meeting our strict regulatory and compliance commitments, and optimizing recovery performance while constantly striving to improve the Customer Experience during sensitive interactions.

Your Responsibilities:

• People Leadership: Directly manage, coach, and develop a team of 3 Operations Associates, building and leveraging the capabilities of a high-performing team to oversee the day-to-day operational management of our third-party collection and recovery agencies and law firms

• Strategic Vision: Craft and execute a future footprint strategy for our agency and law firm network, anticipating shifting customer, business, and regulatory demands.

• Technology & Innovation: Identify and champion new technology opportunities and implementations with our third-party agencies to drive operational efficiency and create better experiences for our customers.

• Performance Optimization: Deliver on performance improvements and cost initiatives. Analyze operational data and history to guide the team towards optimal production activities, managing OpEx by projecting budgetary expenditures and providing spending recommendations.

• Vendor Partnership & Oversight: Partner closely with third-party agencies and law firms to ensure key performance and operational metrics (e.g.,, Service Level Agreements, call quality) are met while maintaining the highest bar for customer empathy and regulatory compliance.

• Continuous Improvement: Lead the execution of key strategic initiatives related to agency onboarding, compliance remediations, and continuous process enhancements. Regularly evaluate existing procedures, proactively proposing process improvements to achieve better financial outcomes.

• Cross-Functional Collaboration: Lead stakeholder management efforts, collaborating with internal cross-functional partners (such as Risk, Compliance, Quality Assurance, and Tech) to ensure our external partners have the tools, support, and oversight necessary to succeed and operate within Capital One's risk appetite.

• Insights & Coaching: Guide your team to leverage customer interaction data, research, and call monitoring observations to craft actionable insights and coaching strategies for our agency and law firm partners.

Basic Qualifications:

• 10+ years of work experience with demonstrated ability to drive business strategy from inception to implementation, working with cross-functional teams.

• At least 5 years of experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively.

• At least 5 years of outsourced supplier management experience

• Strong people leadership experience: Ability to build and leverage the capabilities of a high-performing team, as well as business partners across the enterprise

• Strong Workforce Management analytical skills (staffing, forecasting, budgeting, costing, etc.). Analytically oriented: Experience in analytical problem-solving. Conceptual thinking skills must be complemented by a strong quantitative orientation

• Strategically minded: A thoughtful decision maker who is able to bring actionable and grounded recommendations to senior leadership. Able to identify and synthesize business challenges and opportunities, and solve for them using analysis to make strategic or tactical recommendations.

• Influential communicator: Ability to communicate complex ideas both verbally and in writing, coupled with strategic influencing skills and the ability to drive agreement through intellect and interpersonal skills. Proactive & assertive- Acts without being told what to do

• Ability to travel internationally one to two times per year (if needed).

Preferred Qualifications:

• Experience working in Customer Service Operations, Collections, Recoveries, or related financial assistance functions

• Experience working with BPO firms and scaling the operations of agents across multiple sites, languages and time zones.

• 5+ years of direct people leadership experience.

• 5+ years of experience in consulting or financial services.

• Experience of using Lean Six Sigma methodologies to drive continuous improvement initiatives and experience working in an agile work environment.

• Fluency in both English and French languages is desirable

Working at Capital One

You’ll be empowered to take end-to-end ownership of your work and your career, backed by a high-performance, hybrid culture and holistic suite of benefits designed to support your whole self. 

• Take ownership of your own potential:Whether you’re looking to upskill, pivot into new business areas, or master your craft, you’ll have access to tools and mentorship to reach your potential and define your career trajectory.

• Find your rhythm: We believe trust fosters the flexibility and autonomy required to balance personal needs with a focus on high performance. We support a hybrid model – with 3 days in the office per week – that gives room for both collaboration and personal commitments.

• Benefits built for your life:We take a holistic approach to well-being, providing support for you and those who are most important to you. This includes: full coverage for spouses, domestic partners and dependents, a one-time Work From Home allowance to build your comfortable workspace, up to $3,000 in mental health coverage and up to $5,000 in annual tuition subsidies.

 You’ll find that Capital One is committed to helping you thrive and evolve every step of the way.

This posting is for an existing vacancy.

The expected annual salary range for this position is $130,000 - $148,400. This role is also eligible to earn performance-based incentive compensation, which may include cash bonus(es). Incentives could be discretionary or non-discretionary depending on the plan.

We embrace the responsible use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. However, no hiring decisions are made using AI as every hiring decision is made by our hiring managers, business interviewers, and recruitment professionals. Our teams are equipped with training that empowers them to use AI responsibly.