Senior Manager, Customer Resiliency Strategy and Analytics

Capital One; Toronto; Hybrid; CAD 184,000 - 210,000; Full time

Benefits offered by this job

Full coverage for dependents

Work From Home allowance

Mental health coverage

Tuition subsidies

Job summary

Capital One Canada is seeking a Senior Manager, Customer Resiliency Strategy and Analytics, to lead strategy and analytics for Collections and Recoveries. You will define and monitor customer‑centric strategies, protect financial health, and guide a high‑performing team of analysts across Credit Risk, Loss Forecasting, Data Science, Operations, Technology and Product.

You will partner with senior leaders to drive outcomes, balance risk with customer experience, and influence decisions through

Qualifications

• 7+ years in debt collection, credit risk, or analytics with impact on P&L, customer experience, and business results.
• 5+ years of people leadership experience, fostering an inclusive, collaborative team culture.
• Strong ability to synthesize complex insights into clear narratives for senior leadership decisions.

Responsibilities

• Develop and execute Customer Resiliency strategies balancing loss prevention, customer experience and growth.
• Lead and develop a high‑performing team of analysts and foster collaboration across functions.
• Collaborate with cross‑functional partners to translate strategies into measurable business outcomes.
• Provide coaching and remove barriers to grow the next generation of leaders.
• Influence senior leaders with data‑driven insights and rigorous analysis.

Skills

Debt collection

Credit risk

Analytics

Problem solving

Education

Bachelor’s degree or higher

Job description

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario, Senior Manager, Customer Resiliency Strategy and Analytics

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 pair data-driven strategy with the autonomy to take ownership of complex, high-impact challenges. You’ll be encouraged to own your work from end-to-end and challenge the status quo to build solutions that impact the lives of millions of Canadians, because at Capital One we analyze and innovate. You’ll be empowered to grow and develop in an environment that balances high-performance standards with a genuine investment in your long-term success. If you’re ready to redefine what’s possible and drive exponential growth, this is where you can create what’s next.

About the Team

Customer Resiliency is at the heart of realizing our mission to help both our customers and our business. From day one, you’ll have the opportunity to work on solving complex problems, using data-driven decision making to enhance the overall business strategy, while still maintaining work/life balance. As Sr. Manager, Customer Resiliency Strategy and Analytics, you'll be working with Business Analysts, Product Managers, Process Managers, Operations and Data Scientists supporting Customer Resiliency Strategy within Canada Card. At Capital One, we love to give our Senior Managers the opportunity to rotate to roles across various teams, so while this role is within the Customer Resiliency Strategy team, you will have the opportunity to rotate to new teams throughout your time at Capital One. This is part of our winning formula for creating great future leaders and as such, this role is well suited to high performers looking for growth opportunities.

About the Role

In this role, you will lead the strategy and analytics for both our Collections and Recoveries programs. Your primary mission will be to define, execute and continuously monitor customer‑centric strategies that help customers get back on track with credit, while also protecting the financial health and business outcomes of Capital One Canada. You will be the custodian of portfolio risk for delinquent and charged‑off accounts, working closely with internal loss forecasting teams to ensure a grounded outlook on expected future losses. This role requires a unique combination of strategic thinking, analytics expertise, people leadership, and executive communication. You’ll lead and develop a high‑performing team of analysts, partner with colleagues across Credit Risk, Loss Forecasting, Data Science, Operations, Technology and Product, and influence senior leaders with data‑driven insights. You will be accountable for building business cases with a clear focus on outcomes, trade‑offs, and long‑term resilience.

• Develop and execute Customer Resiliency strategies that help customers and Capital One, while balancing loss prevention, customer experience and business growth.
• Provide clear direction and priorities across Customer Resiliency initiatives.
• Lead and develop a high‑performing team of analysts, fostering a culture of inclusion, collaboration, and innovation.
• Provide coaching and remove barriers to grow the next generation of leaders.
• Guide and challenge the teams’ analysis to ensure rigor, clarity, and alignment to business priorities.
• Balance data‑driven depth with pragmatic decision‑making, ensuring strategies are responsive to changing risks.
• Collaborate with cross‑functional partners (Product, Technology, Data Science, Operations, Credit Risk) to ensure strategies are translated into effective business outcomes.
• Work in partnership with direct‑reports to align strategies across domains, integrate insights, and present a unified perspective to senior leaders.
• Exhibit sound judgment and the ability to influence with credibility at senior levels to amplify the work of the team.

Basic Qualifications

• At least 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 where associates feel safe to speak up and challenge ideas constructively.
• Strong problem‑solving skills, with an established history of leveraging analytical skills to effectively influence strategic decisions.
• Experience in synthesizing complex insights into clear narratives that drive senior leadership decisions.

Preferred Qualifications

• Bachelor’s degree or higher
• Experience leading leaders
• Proven ability to build strong partnerships with other leaders – balancing alignment with giving managers the autonomy to lead their team
• Deep understanding of industry trends and external factors that influence credit risk strategies – such changing macroeconomic environments, adoption of advanced technologies, evolving customer behaviours and regulatory shifts.
• Prove ability to anticipate emerging risks and adapt roadmaps in a rapidly changing environment.
• Proven ability to manage ambiguity and make strategic decisions under uncertainty.

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
• 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 $184,000 - $210,000.

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]

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.