Senior Manager, Customer Resiliency Strategy and Analytics …, Toronto

161 Bay Street (93021), Canada, Toronto, Ontario. Senior Manager, Customer Resiliency Strategy and Analytics 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, while also protecting the financial health and business outcomes of Capital One Canada. You will be the custodian of portfolio risk for delinquent and charged‑off accounts, working closely with internal loss forecasting teams to ensure a grounded outlook on expected future losses. This role requires a unique combination of strategic thinking, analytics expertise, people leadership, and executive communication. You’ll lead and develop a high‑performing team of analysts, partner with colleagues across Credit Risk, Loss Forecasting, Data Science, Operations, Technology and Product, and influence senior leaders with data‑driven insights. You will be accountable for building business cases with a clear focus on outcomes, trade‑offs, and long‑term resilience. Responsibilities Strategic Leadership - 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. People Leadership - Lead and develop a high‑performing team of analysts, fostering a culture of inclusion, collaboration, and innovation. - Provide coaching and remove barriers to grow the next generation of leaders. Strategic & Analytic Orientation - Guide and challenge the teams’ analysis to ensure rigor, clarity, and alignment to business priorities. - Balance data‑driven depth with pragmatic decision‑making, ensuring strategies are responsive to changing risks. Partnership - Collaborate with cross‑functional partners (Product, Technology, Data Science, Operations, Credit Risk) to ensure strategies are translated into effective business outcomes. - Work in partnership with direct‑reports to align strategies across domains, integrate insights, and present a unified perspective to senior leaders. Strong Business Judgment & Integrity - Exhibit sound judgment and the ability to influence with credibility at senior levels to amplify the work of the team. 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 where associates feel protected to speak up and challenge ideas constructively. - 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—balancing alignment with giving managers the autonomy to lead their team. - Deep understanding of industry trends and external factors that influence credit risk strategies—such as changing macroeconomic environments, adoption of advanced technologies, evolving customer behaviours and regulatory shifts. - Prove ability to anticipate emerging risks and adapt roadmaps in a rapidly changing environment. - Proven ability to manage ambiguity and make strategic decisions under uncertainty. Salary and Compensation The expected annual salary range for this position is $184,000 to $210,000. This role is also eligible to earn performance‑based incentive compensation, which may include cash bonus(s). Incentives could be discretionary or non‑discretionary depending on the plan. Benefits Work in a hybrid environment with 3 days in the office. A work‑from‑home allowance is provided. The head office is conveniently located across the street from Union Station. We offer full coverage for spouses, domestic partners, and dependents, up to $3,000 in mental health coverage and up to $5,000 in tuition subsidies per year, among other benefits. Equal Opportunity Employment 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. Apply on Kit Job: kitjob.ca/job/2pri36