Manager, Customer Resiliency Operations

Your Responsibilities:
People Leadership: Directly manage, coach, and develop a team of 3 Operations Associates, building and leveraging the capabilities of a high-performing team to oversee the day-to-day operational management of our third-party collection and recovery agencies and law firms.
Strategic Vision: Craft and execute a future footprint strategy for our agency and law firm network, anticipating shifting customer, business, and regulatory demands.
Technology & Innovation: Identify and champion new technology opportunities and implementations with our third-party agencies to drive operational efficiency and create better experiences for our customers.
Performance Optimization: Deliver on performance improvements and cost initiatives. Analyze operational data and history to guide the team towards optimal production activities, managing OpEx by projecting budgetary expenditures and providing spending recommendations.
Vendor Partnership & Oversight: Partner closely with third-party agencies and law firms to ensure key performance and operational metrics (e.g.,, Service Level Agreements, call quality) are met while maintaining the highest bar for customer empathy and regulatory compliance.
Continuous Improvement: Lead the execution of key strategic initiatives related to agency onboarding, compliance remediations, and continuous process enhancements. Regularly evaluate existing procedures, proactively proposing process improvements to achieve better financial outcomes.
Cross-Functional Collaboration: Lead stakeholder management efforts, collaborating with internal cross-functional partners (such as Risk, Compliance, Quality Assurance, and Tech) to ensure our external partners have the tools, support, and oversight necessary to succeed and operate within Capital One's risk appetite.
Insights & Coaching: Guide your team to leverage customer interaction data, research, and call monitoring observations to craft actionable insights and coaching strategies for our agency and law firm partners.

Basic Qualifications:
10+ years of work experience with demonstrated ability to drive business strategy from inception to implementation, working with cross-functional teams.
At least 5 years of experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively.
At least 5 years of outsourced supplier management experience.
Experience managing direct reports and leading cross-functional projects with enterprise business partners.
Hands-on experience developing workforce management models, including capacity planning, head-count forecasting, budgeting, and cost analysis using quantitative data sets.
Track record of analyzing business metrics, identifying operational gaps, and presenting data-backed strategic recommendations to senior leadership.
Experience presenting complex operational concepts to executive stakeholders, driving cross-team consensus, and independently initiating project workflows.
Willing and able to travel internationally 1-2 times per year as required.

Preferred Qualifications:
Experience working in Customer Service Operations, Collections, Recoveries, or related financial assistance functions.
Experience working with BPO firms and scaling the operations of agents across multiple sites, languages and time zones.
5+ years of direct people leadership experience.
5+ years of experience in consulting or financial services.
Experience of using Lean Six Sigma methodologies to drive continuous improvement initiatives and experience working in an agile work environment.
Fluency in both English and French languages is desirable.