Enhance customer engagements as a Manager in Customer Resiliency Operations at Capital One Canada, based in Toronto. Focus on innovative solutions for customer challenges.

In this pivotal role, you will lead the Customer Resiliency Operations team at Capital One Canada. Located in downtown Toronto, you'll be responsible for managing a team of associates and external collection agencies while driving strategic initiatives that improve customer outcomes. Your leadership will ensure compliance and optimize recovery performance during sensitive customer interactions.

Key Responsibilities:
• Directly manage and coach Operations Associates for optimal results
• Develop a strategic vision for agency and law firm programs




• Champion new technologies to enhance operations
• Drive performance through analysis of operational metrics
• Ensure compliance with service level agreements and regulations

Requirements:
• 10+ years of relevant work experience in operations
• 5+ years in a cross-functional setting
• Proven outsourced supplier management experience
• Expertise in workforce modeling and budgeting
• Strong analytical skills with data presentation proficiency

Lead the charge in transforming customer experiences at Capital One Canada.
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📌 Manager of Customer Resiliency Operations (Ontario)
🏢 Capital One
📍 Ontario