Senior Director, Head of Customer Resilience

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,Senior Director, Head of Customer Resilience

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.

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.

• 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…