Manager, Customer Resiliency Operations

Capital One Group; Toronto; Hybrid; CAD 130,000 - 148,000; Full time

Benefits offered by this job

Spousal coverage and dependents

Work From Home allowance

Mental health coverage

Tuition subsidies

Job summary

Capital One Canada is seeking a Manager, Customer Resiliency Operations in downtown Toronto to lead a small team of associates and manage a network of outsourced collection and recovery partners. You will drive operational improvements, regulatory compliance, and customer experience in a high-impact role.

The position is hybrid with three days in the office weekly, offering collaboration with Risk, Compliance, Quality Assurance, and Technology teams while delivering strategic outcomes for

Qualifications

• 10+ years of work experience driving business strategy with cross-functional teams.
• At least 5 years in a cross-functional environment and outsourced supplier management.
• Strong people leadership and workforce management analytics experience.
• Proactive, decisive, and able to travel internationally 1–2 times per year.

Responsibilities

• Directly manage and coach a team of 3 Operations Associates.
• Craft and execute a future footprint strategy for agency and law firm networks.
• Identify and champion new technology opportunities with third-party agencies.
• Improve performance and manage OpEx including budgeting and spending recommendations.
• Partner with third-party agencies and law firms to meet KPIs and regulatory standards.
• Lead cross-functional collaboration with Risk, Compliance, QA, and Tech.
• Extract insights from customer interactions to guide coaching and improvements.

Skills

People leadership

Cross-functional collaboration

Analytics

Outsourced supplier management

Workforce management

Strategic influence

Travel readiness

Tools

Lean Six Sigma

Agile

Job description

About Capital One Canada

For 30 years, we're on a mission to change banking for good. We challenge the traditional bank stereotype, fostering a culture where innovation thrives and bold ideas are celebrated. We're driven by what's possible, leveraging the power of data and technology to empower innovative solutions, inspire one another to dream boldly, and take transformative ownership of decisions and outcomes that directly impact millions of Canadians. Every challenge is an opportunity to lead from the front, working together toward a shared vision that extends far beyond banking. We balance high performance with investment in your long-term success, ensuring you have the support you need to do your best work. Here, you'll take full accountability for your path, upskilling through hands-on experience and mentorship, to turn your curiosity into a career built on your own terms. Are you ready to redefine what's next?

About the Team

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

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

• 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
• Up to $5,000 in annual tuition subsidies

Salary

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.

This posting is for an existing vacancy.

We’re embracing 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.

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC). At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit.

Equal Opportunity

Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [e-mail]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. For technical support or questions about Capital One's recruiting process, please send an email to [e-mail]