indeed
Manager, Customer Resiliency Operations
Capital One
Toronto, CAN
Full-time
Senior
Hybrid
Discovered 2 weeks ago
People leadershipOutsourced supplier managementCustomer resiliency operationsCollections and recoveriesWorkforce managementForecasting
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People leadershipOutsourced supplier managementCustomer resiliency operations
Role Overview
Lead customer resiliency operations for Capital One Canada from the downtown Toronto office.
Own day-to-day management of outsourced collection and recovery agencies and law firms.
Support customers experiencing financial difficulty while meeting regulatory obligations and improving recovery performance and customer experience.
Key Skills for This Role
People leadershipOutsourced supplier managementCustomer resiliency operationsCollections and recoveriesWorkforce managementForecasting
Full Job Posting
About the Role
Lead customer resiliency operations for Capital One Canada from the downtown Toronto office.
Own day-to-day management of outsourced collection and recovery agencies and law firms.
Support customers experiencing financial difficulty while meeting regulatory obligations and improving recovery performance and customer experience.
People Leadership
- Directly manage, coach, and develop a team of three Operations Associates.
- Build and leverage the capabilities of a high-performing team and business partners.
Operations and Strategy
- Create and execute a future footprint strategy for the agency and law firm network.
- Identify and implement technology opportunities with third-party agencies.
- Deliver performance improvements and cost initiatives using operational data and history.
- Project budgetary expenditures and provide spending recommendations.
Vendor Oversight
- Partner with agencies and law firms to meet service-level agreements, call-quality standards, customer empathy expectations, and regulatory requirements.
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