Senior Manager, Customer Resiliency Strategy & Analytics

Capital One; Toronto; Hybrid; CAD 140,000 - 190,000; Full time

Benefits offered by this job

Work From Home allowance

Hybrid office near Union Station

Mental health coverage

Tuition subsidies

Job summary

Capital One Canada is seeking a Senior Manager, Customer Resiliency Analytics to lead strategies for Collections and Recoveries, shaping risk and customer outcomes. You will build and guide a high-performing team of analysts, partner with Credit Risk, Data Science, and Operations, and present data-driven insights to senior leadership.

You will balance loss prevention with customer experience, drive strategic decisions, and foster a culture of inclusion and innovation while aligning with business

Qualifications

• 7+ years of experience in debt collection, credit risk, or analytics with demonstrated impact on the P&L, customer experience, and business results.
• At least 5 years of people leadership experience, with a track record of fostering an inclusive, collaborative team culture.
• Strong problem-solving skills with a history of leveraging analytical skills to influence strategic decisions.
• Experience in synthesizing complex insights into clear narratives that drive senior leadership decisions.

Responsibilities

• Develop and execute Customer Resiliency strategies balancing loss prevention, customer experience and business growth.
• Lead and develop a high-performing team of analysts, fostering inclusion, collaboration and innovation.
• Guide and challenge the teams’ analysis to ensure rigor and alignment to business priorities.
• Collaborate with cross-functional partners to translate strategies into outcomes and present them to senior leaders.
• Exercise strong business judgment and influence at senior levels to amplify team impact.

Skills

Debt collection

Credit risk

Analytics

People leadership

Strategic influence

Education

Bachelor’s degree or higher

Job description

Capital One Canada is seeking a Senior Manager, Customer Resiliency Analytics to lead strategies for Collections and Recoveries, shaping risk and customer outcomes. You will build and guide a high-performing team of analysts, partner with Credit Risk, Data Science, and Operations, and present data-driven insights to senior leadership.

You will balance loss prevention with customer experience, drive strategic decisions, and foster a culture of inclusion and innovation while aligning with business