Senior Manager, Customer Resiliency Strategy and Analytics

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 and build relationships by making credit accessible, simple, intuitive and rewarding. We want to help Canadians succeed with credit, because we believe in people - in our customers, in our associates, and in talent like you!
Yes, we're a credit card company, but we're more than that too. With your help, we'll build the next generation of banking in Canada based on customer-focused values, compelling products and great engineering. Our culture is built on openness, collaboration, and diverse perspectives.
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.
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 Team
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.
About the Role
As a Senior Manager, Customer Resiliency Analytics, 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.
Your Responsibilities
Strategic Leadership

• 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.

People Leadership

• 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.

Strategic & Analytic Orientation

• 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.

Partnership

• 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.

Strong Business Judgment & Integrity

• 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.
Enjoy a hybrid work environment, with 3 days in the office. Build a comfortable workspace with our one-time, Work From Home allowance and enjoy our head office located conveniently across the street from Union Station.
Live well-physically, financially and emotionally. Receive support for you and those who are most important to you, with full coverage for spouses, domestic partners, and dependents. With up to $3000 in mental health coverage and up to $5000 in tuition subsidies per year-and much more-you'll discover that Capital One is committed to helping you live your best life.
We may use your information for automated decision making. We may, for certain purposes, render a decision based exclusively on automated processing of your personal information as a part of the candidate screening process.
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 [email protected] . 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 [email protected]
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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).