Manager, Customer Resiliency Operations

About the Role

Your Responsibilities

• People Leadership : Directly manage, coach, and develop a team of 3 Operations Associates, building and leveraging the capabilities of a high-performing team to oversee the day-to-day operational management of our third-party collection and recovery agencies and law firms
• Strategic Vision: Craft and execute a future footprint strategy for our agency and law firm network, anticipating shifting customer, business, and regulatory demands.
• Technology & Innovation: Identify and champion new technology opportunities and implementations with our third-party agencies to drive operational efficiency and create better experiences for our customers.
• Performance Optimization : Deliver on performance improvements and cost initiatives. Analyze operational data and history to guide the team towards optimal production activities, managing OpEx by projecting budgetary expenditures and providing spending recommendations.
• Vendor Partnership & Oversight : Partner closely with third-party agencies and law firms to ensure key performance and operational metrics (e.g.,, Service Level Agreements, call quality) are met while maintaining the highest bar for customer empathy and regulatory compliance.
• Continuous Improvement : Lead the execution of key strategic initiatives related to agency onboarding, compliance remediations, and continuous process enhancements. Regularly evaluate existing procedures, proactively proposing process improvements to achieve better financial outcomes.
• Cross-Functional Collaboration : Lead stakeholder management efforts, collaborating with internal cross-functional partners (such as Risk, Compliance, Quality Assurance, and Tech) to ensure our external partners have the tools, support, and oversight necessary to succeed and operate within Capital One's risk appetite.
• Insights & Coaching : Guide your team to leverage customer interaction data, research, and call monitoring observations to craft actionable insights and coaching strategies for our agency and law firm partners.

Basic Qualifications

• 10+ years of work experience with demonstrated ability to drive business strategy from inception to implementation, working with cross-functional teams.
• At least 5 years of experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively.
• At least 5 years of outsourced supplier management experience
• Strong people leadership experience: Ability to build and leverage the capabilities of a high-performing team, as well as business partners across the enterprise
• Strong Workforce Management analytical skills (staffing, forecasting, budgeting, costing, etc.). Analytically oriented: Experience in analytical problem-solving. Conceptual thinking skills must be complemented by a strong quantitative orientation
• Strategically minded: A thoughtful decision maker who is able to bring actionable and grounded recommendations to senior leadership. Able to identify and synthesize business challenges and opportunities, and solve for them using analysis to make strategic or tactical recommendations.
• Influential communicator: Ability to communicate complex ideas both verbally and in writing, coupled with strategic influencing skills and the ability to drive agreement through intellect and interpersonal skills. Proactive & assertive- Acts without being told what to do
• Ability to travel internationally one to two times per year (if needed).

Preferred Qualifications

• Experience working in Customer Service Operations, Collections, Recoveries, or related financial assistance functions
• Experience working with BPO firms and scaling the operations of agents across multiple sites, languages and time zones.
• 5+ years of direct people leadership experience.
• 5+ years of experience in consulting or financial services.
• Experience of using Lean Six Sigma methodologies to drive continuous improvement initiatives and experience working in an agile work environment.
• Fluency in both English and French languages is desirable

Working at Capital One

The expected annual salary range for this position is $130,000 - $148,400

• . This role is also eligible to earn performance-based incentive compensation, which may include cash bonus(es). Incentives could be discretionary or non-discretionary depending on the plan.
• We embrace the responsible use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. However, no hiring decisions are made using AI as every hiring decision is made by our hiring managers, business interviewers, and recruitment professionals. Our teams are equipped with training that empowers them to use AI responsibly.
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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).