Senior Manager, Customer Resiliency Strategy and Analytics
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Key skills for this role
About the Role
Capital One Canada is seeking a Senior Manager to lead strategy and analytics for Collections and Recoveries programs. You will define customer-centric strategies, manage portfolio risk, and lead a team of analysts.
Key Skills for This Role
Responsibilities
- Develop and execute Customer Resiliency strategies that balance loss prevention, customer experience and business growth
- Provide clear direction and priorities across Customer Resiliency initiatives
- Lead and develop a high performing team of analysts, fostering a culture of inclusion, collaboration, and innovation
- Guide and challenge the teams’ analysis to ensure rigor, clarity, and alignment to business priorities
- Collaborate with cross functional partners (Product, Technology, Data Science, Operations, Credit Risk) to ensure strategies are translated into effective business outcomes
- Exhibit sound judgment and the ability to influence with credibility at senior levels
Requirements
- At least 7 years of experience in debt collection, credit risk, or analytics with demonstrated impact on 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
- Strong problem solving skills, with an established history of leveraging analytical skills to influence strategic decisions
- Experience in synthesizing complex insights into clear narratives that drive senior leadership decisions
Full Job Posting
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.
- You will be the custodian of portfolio risk for delinquent and charged off accounts.
Your Responsibilities
- 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.
- Lead and develop a high performing team of analysts, fostering a culture of inclusion, collaboration, and innovation.
- Guide and challenge the teams’ analysis to ensure rigor, clarity, and alignment to business priorities.
- Collaborate with cross functional partners (Product, Technology, Data Science, Operations, Credit Risk) to ensure strategies are translated into effective business outcomes.
- Exhibit sound judgment and the ability to influence with credibility at senior levels.
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.
- 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 strong partnerships with other leaders.
- Deep understanding of industry trends and external factors that influence credit risk strategies.
- Proven ability to anticipate emerging risks and adapt roadmaps in a rapidly changing environment.
- Proven ability to manage ambiguity and make strategic decisions under uncertainty.
Working at Capital One
- Enjoy a hybrid work environment, with 3 days in the office.
- Build a comfortable workspace with our one time Work From Home allowance.
- Live well—physically, financially and emotionally with full coverage for spouses, domestic partners, and dependents.
- Up to CAD 3000 in mental health coverage and up to CAD 5000 in tuition subsidies per year.
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