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.

Robust 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 solid partn

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