Senior Director, Head of Customer Resilience

Capital One•Toronto, ON

3d•Hybrid

About The Position

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. 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.

Requirements

7+ years of leading analytical, process, operations and product teams
Experience leading teams of 15+ associates

Nice To Haves

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

Responsibilities

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.
Serve as the primary voice of Customer Resilience to Canada's Senior Leadership Team.
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.
Accountability for the P&L of the business function, and investments to drive improved performance, efficiency and customer outcomes.
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.
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.
Build, lead, and develop a high-performing cross-functional team spanning analytics, process management, operations, and product management.