Elevate customer experiences as the Manager of Customer Resiliency Operations at Capital One Canada, located in Toronto. Drive innovation and lead a team dedicated to solving complex customer challenges. In this role, you will manage Operations Associates while overseeing relationships with third-party agencies. Your focus will be on continuous improvement initiatives, strategic execution, and optimizing recovery performance in compliance with regulations. Key Responsibilities:

- Oversee the day-to-day management of operations
- Execute strategic plans for agency and law firm networks
- Introduce current technologies for operational efficiency
- Deliver performance improvements and manage costs
- Liaise with internal stakeholders for support

Requirements:

- 10+ years in business strategy implementation
- At least 5 years in cross-functional roles
- Experience managing outsourced supplier partnerships
- Proven capabilities in workforce analytics
- Strong decisive and influential communicator

Lead with integrity and foster a customer-first culture while optimizing service delivery.

📌 Lead Customer Operations Team at Capital One (Toronto)
🏢 Capital One Group
📍 Toronto