Manager, Customer Resiliency Operations

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

Benefits offered by this job

Full coverage for dependents

Work From Home allowance

Tuition subsidies

Job summary

Capital One Canada is seeking a Manager, Customer Resiliency Operations in Toronto to lead a small team and oversee a panel of outsourced agencies and law firms. You will drive day‑to‑day operations, ensure regulatory compliance, and optimize customer recovery processes.

The role emphasizes stakeholder management, cost efficiency, and continuous improvement, with travel 1–2 times per year and a hybrid work model.

Qualifications

• 10+ years of work experience with strategy execution.

Responsibilities

• Directly manage a team of 3 Operations Associates overseeing third‑party collection and recovery agencies and law firms.
• Craft and execute a future footprint strategy for agency and law firm networks.
• Identify and champion technology opportunities with third‑party agencies to improve operations.
• Improve performance, manage OpEx, and provide budgeting recommendations.
• Partner with third‑party agencies to meet KPIs while ensuring compliance and customer care.
• Lead cross‑functional efforts with Risk, Compliance, Quality Assurance and Tech.

Skills

People leadership

Cross-functional collaboration

Outsourced supplier management

Budgeting & cost analysis

Data-driven decisions

Tools

Lean Six Sigma

Job description

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario, Manager, Customer Resiliency Operations About Capital One Canada For 30 years, we’ve been 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.
• Experience managing direct reports and leading cross‑functional projects with enterprise business partners.
• Hands‑on experience developing workforce management models, including capacity planning, head‑count forecasting, budgeting, and cost analysis using quantitative data sets.
• Track record of analyzing business metrics, identifying operational gaps, and presenting data‑backed strategic recommendations to senior leadership.
• Experience presenting complex operational concepts to executive stakeholders, driving cross‑team consensus, and independently initiating project workflows.
• Willing and able to travel internationally 1-2 times per year as required.

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:

• 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.

Weembrace 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 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]