To manage an Operations sub-function of Capital One Philippines. To implement policies and to identify opportunity areas to ensure sub-functional efficiency.

To be responsible for managing a team of supervisors/professionals. To maintain partnerships across the organization to further the sub-function’s goals.

Operational performance. Provides periodic performance data to the Department Operations Manager by analyzing daily, weekly, and monthly performance trends; Inspects data accuracy on team reporting (i.e. DID and HR roster);

Process improvement. Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations; Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery

People development (if applicable). Provides sub-functional leadership to a team of supervisors/professionals, including recommendations for hiring/termination, approval of time records, schedule adherence, deployment, mentoring, performance review, pay recommendations and administrative decisions; regularly conducts focus group discussions on employee concerns

Organizational collaboration. Maintains strong and collaborative partnerships across the organization, including HR, Ops Desk, CRE, to positively influence service delivery and customer satisfaction

May be assigned / rotated across other related sub-functions including but not limited to sub-functions within Operations:

• Back Office Processing (Non-Voice Operations): Manages sub-functional team handling case works to manage and resolve credit bureau scores disputes, anti-money laundering and fraud alerts, and/or specialty operations processes. 

• Collections: Manages sub-functional team handling inbound and outbound calls to manage and resolve delinquent accounts

• Fraud/ Disputes: Manages sub-functional team handling inbound and outbound calls to identify, investigate and resolve fraudulent activities

• Servicing: Manages sub-functional team handling inbound calls to manage and resolve credit card concerns

• Vendor Management (Supplier Partner Operations): Serves as a point of contact and relationship manager between supplier and Capital One

• Customer Protection Resolution (CPR): Manages sub-functional team handling inbound calls from Bank customers to support fraud and claims needs.

Other job-related duties that may be assigned from time to time

Two (2) years college level education or equivalent work experience

3 years’ experience in a call center operations environment, with 2 years in a managerial capacity

Knowledge of call center business processes

Analytical skills for decision-making and performance evaluation

Communication skills for written and verbal business correspondences

People management skills, including team coaching and collaboration

Proficiency in Microsoft programs and Google Suite

Amenable to work in a hybrid setup

College graduate