Manager, Customer Resiliency Operations

Discover Financial
Toronto
Workplace: HybridFull timeUSD 130,000 - 148,400 annuallyFunction: Customer Success & Account ManagementExperience: 10+ yearsSkills: ["People leadership","Stakeholder management","Analytical problem-solving","Strategic thinking","Communication"]

Lead the Customer Resiliency Operations team and manage a panel of outsourced collection and recovery agencies and law firms. Own day-to-day operations, set strategic direction for the agency and law firm network, and drive performance and cost improvements using operational data. Champion technology and continuous improvement initiatives, ensure vendor metrics and service levels meet expectations, and partner with Risk, Compliance, Quality Assurance, and Tech to maintain regulatory compliance and customer empathy.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Discover Financial
Discover Financial
4 days ago

Manager, Customer Resiliency Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Lead the Customer Resiliency Operations team and manage a panel of outsourced collection and recovery agencies and law firms. Own day-to-day operations, set strategic direction for the agency and law firm network, and drive performance and cost improvements using operational data. Champion technology and continuous improvement initiatives, ensure vendor metrics and service levels meet expectations, and partner with Risk, Compliance, Quality Assurance, and Tech to maintain regulatory compliance and customer empathy.
Location: Toronto
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Directly manage, coach, and develop a team of 3 operations associates overseeing day-to-day management of outsourced collection and recovery agencies and law firms.
  • •Craft and execute a future footprint strategy for the agency and law firm network based on shifting customer, business, and regulatory demands.
  • •Identify and champion technology opportunities and implementations with third-party agencies to improve operational efficiency and customer experiences.
  • •Deliver on performance improvements and cost initiatives by analyzing operational data and managing OpEx through budgeting and spending recommendations.
  • •Partner with third-party agencies and law firms to meet performance and operational metrics (e.g., SLAs, call quality) while maintaining customer empathy and regulatory compliance.
Travel: Low travel

Pay and Benefits

Salary: USD 130,000 - 148,400 annually
Perks:Remote WorkHealth InsuranceTuition Subsidies

Key Requirements

  • •10+ years of work experience driving business strategy from inception to implementation with cross-functional teams.
  • •At least 5 years managing cross-functional stakeholder expectations in a cross-functional environment.
  • •At least 5 years of outsourced supplier management experience.
  • •Strong people leadership experience building and leveraging a high-performing team and enterprise business partners.
  • •Analytical and strategic workforce management skills (staffing, forecasting, budgeting, costing) with quantitative problem-solving and decision-making.
Experience:10+ yearsFinancial services
Skills:People leadershipStakeholder managementAnalytical problem-solvingStrategic thinkingCommunication
Languages:EnglishFrench

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