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About the Role

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.

Responsibilities

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
Craft and execute a future footprint strategy for our agency and law firm network, anticipating shifting customer, business, and regulatory demands.
Identify and champion new technology opportunities and implementations with our third-party agencies to drive operational efficiency and create better experiences for our customers.
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.
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.
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.
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.
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.

Requirements

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).

Skills

Customer Service Operations
Collections
Recoveries
Financial assistance functions
BPO firms
Lean Six Sigma methodologies
Agile work environment
English
French

Location

161 Bay Street (93021), Canada, Toronto, Toronto, Ontario

Work Type

Hybrid

Experience Level

Manager

Salary/Compensations

$130,000 - $148,400
Eligible to earn performance-based incentive compensation, which may include cash bonus(es).

Benefits

Full coverage for spouses, domestic partners and dependents
One-time Work From Home allowance
Up to $3,000 in mental health coverage
Up to $5,000 in annual tuition subsidies

About the Company

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.
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.

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 ARCanada@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.