Senior Director, Head of Customer Resilience

Discover Financial
Toronto
Workplace: HybridFull timeFunction: Executive & General ManagementEducation: bachelorsSkills: ["Strategy","Analytics","Operational execution","Leadership","Executive communication"]

Lead the end-to-end strategy and execution of Collections and Recoveries for customer hardship, owning analytics, process architecture, operations model, and the product/technology roadmap. Serve as the primary voice to senior leadership, drive multi-year program direction, and manage external agency partnerships across Risk, Legal, Compliance, Tech, and Finance. Build and develop a cross-functional team while ensuring P&L accountability and measurable improvements in customer and financial outcomes.

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Discover Financial
Discover Financial
2 days ago

Senior Director, Head of Customer Resilience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Lead the end-to-end strategy and execution of Collections and Recoveries for customer hardship, owning analytics, process architecture, operations model, and the product/technology roadmap. Serve as the primary voice to senior leadership, drive multi-year program direction, and manage external agency partnerships across Risk, Legal, Compliance, Tech, and Finance. Build and develop a cross-functional team while ensuring P&L accountability and measurable improvements in customer and financial outcomes.
Location: Toronto
Workplace: Hybrid
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Own the multi-year strategy for Collections and Recoveries, including segmentation, treatment ladders, contact strategy, and workout solution design.
  • •Provide executive leadership as the primary voice of Customer Resilience to Canada’s senior leadership team.
  • •Drive the analytical agenda, translating data into insights to sharpen strategy and improve customer and financial outcomes.
  • •Own end-to-end operational architecture, including agency network strategy and operations, back-office processes, contact channels, and workout delivery.
  • •Build and lead a cross-functional team, while managing P&L accountability and product/technology roadmap adoption for customer resilience platforms.

Pay and Benefits

Perks:Health InsuranceTuition SubsidiesHome Office

Key Requirements

  • •7+ years leading analytical, process, operations, and product teams
  • •Experience leading teams of 15+ associates
  • •Bachelor’s Degree or equivalent experience
  • •A deep understanding of Collections and Recoveries strategies
  • •Experience managing the P&L of a core business function
Experience:CollectionsRecoveries
Education:Bachelor's
Skills:StrategyAnalyticsOperational executionLeadershipExecutive communication
Tech Stack:AIAutomation

Company Brief

Discover Financial
Provides consumer banking products, credit cards, personal loans, and payment services through the Discover brand. It operates a major U.S. financial network and serves individuals and merchants with lending and digital payment solutions.
Industry: Retail Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 10M to 25M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Riverwoods, United States
Founded: 1985
WebsiteLinkedIn