Senior Director, Head of Customer Resilience

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario, Senior Director, Head of Customer Resilience About Capital One Canada For 30 years, we’ve been on a mission to change banking for good. We challenge the traditional bank stereotype, fostering a culture where innovation thrives and bold ideas are celebrated. We pair data-driven strategy with the autonomy to take ownership of complex, high-impact challenges. You’ll be encouraged to own your work from end-to-end and challenge the status quo to build solutions that impact the lives of millions of Canadians, because at Capital One we analyze and innovate. You’ll be empowered to grow and develop in an environment that balances high-performance standards with a genuine investment in your long-term success. If you’re ready to redefine what’s possible and drive exponential growth, this is where you can create what’s next. About the Team The Customer Resilience team is at the forefront of Capital One Canada's mission to help customers succeed — especially when they need us most. We run the full continuum of post delinquency strategy, from early-stage collections through to post-charge-off recovery, treating each interaction as an opportunity to restore financial health and preserve the customer relationship. Customer Resilience operates as a vertically integrated business unit: we own the strategy, the analytics, the process, and the technology that define how we engage with customers experiencing financial hardship. We partner with a network of third-party agencies and legal firms, manage a sophisticated contact strategy, and develop the workout solutions — payment arrangements, hardship programs, settlement offers — that give customers a real path forward. Behind every strategy is a deep analytical engine that segments customers, models behaviour, and continuously optimizes how and when we show up. A well-run Customer Resilience program is a growth-enabling function for Capital One Canada by recovering economic value, building customer trust, and enabling the financial resilience that allows Capital One Canada to extend credit more broadly. About the Role You will have the opportunity to operate as a true general manager across one of Capital One Canada's most complex and consequential business areas. As the Head of Customer Resilience, you will own the full strategy and execution of Collections and Recoveries — from first contact with a delinquent account through to post-charge-off resolution — and everything that makes those programs work: the analytics, the process architecture, the operations model, and the product and technology roadmap. This is a role for a leader who excels in strategy, analytics and operational execution. You will set the direction for a multi-year program, present to executive audiences, and lead a high performing team to drive results for the business and our customers. You will manage relationships with external agency partners and internal stakeholders across Risk, Legal, Compliance, Tech, and Finance. You will build and coach a cross-functional team of analysts, process managers, operations managers and product managers. The right leader for this role sees Customer Resilience for what it is: one of the most customer-centric parts of the business. The customers we serve in this space are often under real financial pressure. How we treat them — the options we offer, the tone we set, the efficiency of our processes — determines whether Capital One maintains their trust and can continue to support their financial well-being. That responsibility shapes everything we do. Your Responsibilities Strategic Leadership: Own the multi-year strategy for Collections and Recoveries, including segmentation approach, treatment ladders, contact strategy, and workout solution design. Develop business cases and strategies that balance customer outcomes, loss recovery, and regulatory soundness. Executive Leadership: Serve as the primary voice of Customer Resilience to Canada's Senior Leadership Team. Analytics Leadership: Drive the analytical agenda across the program, translating data into insights that continuously sharpen strategy, challenge assumptions, and identify new opportunities to improve customer and financial outcomes. Financial Leadership: Accountability for the P&L of the business function, and investments to drive improved performance, efficiency and customer outcomes. Process & Operations Leadership: Own the end-to-end operational architecture of the Customer Resilience function, including agency network strategy & operations, back-office processes, inbound and outbound contact, and workout solution delivery. Product & Technology Leadership: Define and own the product roadmap for Customer Resilience platforms. Champion the responsible adoption of new technologies — including AI-driven contact strategy, digital-first engagement, and automation — to modernize how we work and how we serve customers. People Leadership: Build, lead, and develop a high-performing cross-functional team spanning analytics, process management, operations, and product management. Basic Qualifications: 7+ years of leading analytical, process, operations and product teams Experience leading teams of 15+ associates Preferred Qualifications: Bachelor’s Degree or equivalent experience A deep understanding of Collections and Recoveries strategies Experience managing the P&L of core business function High level of intellectual curiosity and comfort with ambiguity Proven track record of collaboratively driving teams and stakeholders with disparate goals Ability to present to executive management often and in a compelling manner on results and strategic opportunities to influence forward looking investment in business strategy 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. Find your rhythm: We believe trust fosters the flexibility and autonomy required to balance personal needs with a focus on high performance. We support a hybrid model – with 3 days in the office per week – that gives room for both collaboration and personal commitments. Benefits built for your life: We take a holistic approach to well-being, providing support for you and those who are most important to you. This includes: full coverage for spouses, domestic partners and dependents, a one-time Work From Home allowance to build your comfortable workspace, up to $3,000 in mental health coverage and up to $5,000 in annual tuition subsidies. 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. 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. Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations. 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 [email protected] . 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 [email protected] 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).