Head of Customer Resiliency Ops (Hybrid)

Capital One Canada; Toronto; Hybrid; CAD 180,000 - 206,000; Full time

Benefits offered by this job

Family health coverage

Work From Home allowance

Mental health coverage

Tuition subsidies

Job summary

Capital One Canada is seeking a Manager, Customer Resiliency Operations in our downtown Toronto office. You will lead a 3-person team, oversee outsourced collection agencies and law firms, and ensure regulatory compliance while enhancing the customer experience.

You will drive strategic oversight of the agency network, champion tech-enabled improvements, and partner with Risk, Compliance, and Tech to deliver better outcomes for customers facing financial difficulty.

Qualifications

• 10+ years of work experience with demonstrated ability to drive business strategy from inception to implementation.
• At least 5 years of experience working in a cross-functional environment.
• At least 5 years of outsourced supplier management experience.
• Strong people leadership experience with building high-performing teams.
• Strong workforce management analytical skills (staffing, forecasting, budgeting, costing).

Responsibilities

• Directly manage, coach, and develop a team of 3 Operations Associates.
• Craft and execute a future footprint strategy for agency and law firm network.
• Identify and champion new technology opportunities with third-party agencies.
• Deliver on performance improvements and cost initiatives; manage OpEx.
• Partner with third-party agencies to ensure KPIs and regulatory compliance.
• Lead continuous process improvements and stakeholder management with Risk, Compliance, QA, and Tech.
• Guide team to leverage data and coaching strategies for partners.

Skills

Leadership

Strategic thinking

Operational management

Vendor management

Cross-functional collaboration

Travel readiness

Job description

Capital One Canada is seeking a Manager, Customer Resiliency Operations in our downtown Toronto office. You will lead a 3-person team, oversee outsourced collection agencies and law firms, and ensure regulatory compliance while enhancing the customer experience.

You will drive strategic oversight of the agency network, champion tech-enabled improvements, and partner with Risk, Compliance, and Tech to deliver better outcomes for customers facing financial difficulty.