Capital One
Finance / FinServ
SeniorManager,CustomerResiliencyStrategyandAnalytics
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“Senior Manager, Customer Resiliency Strategy and Analytics at Capital One. Skills: Customer Resiliency Strategy, Analytics, People Leadership, Strategic Thinking. Lead the strategy and analytics for Collections and Recoveries programs.. Define, execute, and continuously monitor customer-centric strategies.”
What You'll Achieve.
Enhance the overall business strategy.; Help customers get back on track with credit.; Protect the financial health and business outcomes of Capital One Canada.; Grounded outlook on expected future losses.; Building business cases with a clear focus on outcomes, trade-offs, and long-term resilience.; Demonstrated impact on the P&L, customer experience, and business results.
Industry & Context.
Leveraging analytical skills to effectively influence strategic decisions.; Problem-solving skills; Anticipate emerging risks; Adapt roadmaps; Manage ambiguity; Make strategic decisions under uncertainty
What They're Looking For.
Must Have
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., 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.
Nice to Have
Bachelor’s degree or higher, Experience leading leaders, Proven ability to build 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.
What You'll Do.
Lead the strategy and analytics for Collections and Recoveries programs.
and continuously monitor customer-centric strategies.
Protect the financial health and business outcomes of Capital One Canada.
Manage portfolio risk for delinquent and charged-off accounts.
Work closely with internal loss forecasting teams.
Develop and execute Customer Resiliency strategies.
Provide clear direction and priorities across Customer Resiliency initiatives.
Lead and develop a high-performing team of analysts.
Guide and challenge the teams’ analysis.
Balance data-driven depth with pragmatic decision-making.
Collaborate with cross-functional partners.
Align strategies across domains.
Present a unified perspective to senior leaders.
Exhibit sound judgment.
How You'll Work.
Team & Collaboration
Partner with Business Analysts, Product Managers, Process Managers, Operations and Data Scientists.; Collaborate with colleagues across Credit Risk, Loss Forecasting, Data Science, Operations, Technology and Product.; Work in partnership with direct-reports to align strategies across domains, integrate insights, and present a unified perspective to senior leaders.; Build partnerships with other leaders.
Communication Scope
Executive communication; Synthesizing complex insights into clear narratives that drive senior leadership decisions.
Process & Methodology
Adapt roadmaps
Full Job Description
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! **About the Team** 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. 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. 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 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 fut
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