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

People Leadership

Strategic Vision:

Performance Optimization

Vendor Partnership & Oversight

Continuous Improvement

Cross-Functional Collaboration

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
• You’ll be empowered to take end-to-end ownership of your work and your career, backed by a high-performance, hybrid culture and holistic suite of benefits designed to support your whole self.
• Take ownership of your own potential: Whether you’re looking to upskill, pivot into new business areas, or master your craft, you’ll have access to tools and mentorship to reach your potential and define your career trajectory.

Take ownership of your own potential:

Find your rhythm:

Benefits built for your life:

• You’ll find that Capital One is committed to helping you thrive and evolve every step of the way.
• This posting is for an existing vacancy.
• 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.
• If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at ARCanada@capitalone.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
• For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
• Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
• 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).