Unit Manager, Commercial Clients Operations
Capital One
Unit Manager, Commercial Clients Operations
Job Description
Overview
Summary:To supervise a team of professionals (handling consults, inbound, outbound, case, chat, escalations and investigations) to drive improvements in required skills and customer experience through regular interactions in order to achieve individual and group targets in an Operations sub-function of Capital One Philippines. Responsible in driving performance and skills improvement to promote customer and business outcomes while maintaining partnerships across the organizationThe Commercial Client Operations (CCO) plays a pivotal role in providing an array of services that enable us to care for the needs of our Commercial Banking clients by fulfilling client requests through email or voice channels within prescribed timelines. The requests include but are not limited to general servicing, account inquiries and maintenance, account servicing change-in signers and further account researchWork set up : WFHGeneral Responsibilities:
People development. Provides sub-functional leadership to a team of associates, including hiring, coaching, mentoring, and talent development
Risk Management. Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations and escalate/mitigate as necessary
Ambassador of Culture and Values. Upholding the company’s mission and vision by embodying excellence and doing the right thing; Advocate for customers and teams by helping them navigate through change
Operational Performance. Provides and conducts periodic performance review to the Sr. Unit Manager and up by analyzing performance/business trends and results
Process Improvement. Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery
Organizational Collaboration. Maintains strong and collaborative partnerships across the organization, including Workforce, Operations, Enterprise Operations, Operations Support and Functional Support to positively influence service delivery and customer satisfaction
Operational Routines. Delivers people leader-related tasks such as but not limited to volume projection, capacity planning, approval of time records, schedule adherence, associate movements, regularization, etc; Inspects data accuracy on team reporting (i.e. DID, HR roster, etc) Other job-related duties that may be assigned from time to time
Two (2) years college level education or equivalent work experience
Commercial Banking client servicing experience
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 Office and Google Suite applications
Two (2) years of leadership role experience in BPO industry
Locations
- City of Muntinglupa, Philippines Muntinlupa City, National Capital Region (Manila)City of Muntinglupa
Salary
80,000 - 135,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- People managementintermediate
- Risk managementintermediate
- Analytical skillsintermediate
- Communication skillsintermediate
- Process improvementintermediate
- Team coachingintermediate
- Microsoft Office and Google Suite proficiencyintermediate
Required Qualifications
- Two (2) years college level education or equivalent work experience (experience)
- Commercial Banking client servicing experience (experience)
- Knowledge of call center business processes (experience)
- Two (2) years of leadership role experience in BPO industry (preferred) (experience)
Responsibilities
- Provide leadership to team including hiring, coaching, and talent development
- Conduct audits for compliance and risk management
- Drive operational performance and analyze trends
- Identify process improvements and implement strategies
- Maintain partnerships across the organization
- Deliver people leader tasks like capacity planning and schedule adherence
Answer 10 quick questions to check your fit for Unit Manager, Commercial Clients Operations @ Capital One.
Related Books and Jobs
Unit Manager, Commercial Clients Operations
Capital One
Unit Manager, Commercial Clients Operations
Job Description
Overview
Summary:To supervise a team of professionals (handling consults, inbound, outbound, case, chat, escalations and investigations) to drive improvements in required skills and customer experience through regular interactions in order to achieve individual and group targets in an Operations sub-function of Capital One Philippines. Responsible in driving performance and skills improvement to promote customer and business outcomes while maintaining partnerships across the organizationThe Commercial Client Operations (CCO) plays a pivotal role in providing an array of services that enable us to care for the needs of our Commercial Banking clients by fulfilling client requests through email or voice channels within prescribed timelines. The requests include but are not limited to general servicing, account inquiries and maintenance, account servicing change-in signers and further account researchWork set up : WFHGeneral Responsibilities:
People development. Provides sub-functional leadership to a team of associates, including hiring, coaching, mentoring, and talent development
Risk Management. Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations and escalate/mitigate as necessary
Ambassador of Culture and Values. Upholding the company’s mission and vision by embodying excellence and doing the right thing; Advocate for customers and teams by helping them navigate through change
Operational Performance. Provides and conducts periodic performance review to the Sr. Unit Manager and up by analyzing performance/business trends and results
Process Improvement. Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery
Organizational Collaboration. Maintains strong and collaborative partnerships across the organization, including Workforce, Operations, Enterprise Operations, Operations Support and Functional Support to positively influence service delivery and customer satisfaction
Operational Routines. Delivers people leader-related tasks such as but not limited to volume projection, capacity planning, approval of time records, schedule adherence, associate movements, regularization, etc; Inspects data accuracy on team reporting (i.e. DID, HR roster, etc) Other job-related duties that may be assigned from time to time
Two (2) years college level education or equivalent work experience
Commercial Banking client servicing experience
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 Office and Google Suite applications
Two (2) years of leadership role experience in BPO industry
Locations
- City of Muntinglupa, Philippines Muntinlupa City, National Capital Region (Manila)City of Muntinglupa
Salary
80,000 - 135,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- People managementintermediate
- Risk managementintermediate
- Analytical skillsintermediate
- Communication skillsintermediate
- Process improvementintermediate
- Team coachingintermediate
- Microsoft Office and Google Suite proficiencyintermediate
Required Qualifications
- Two (2) years college level education or equivalent work experience (experience)
- Commercial Banking client servicing experience (experience)
- Knowledge of call center business processes (experience)
- Two (2) years of leadership role experience in BPO industry (preferred) (experience)
Responsibilities
- Provide leadership to team including hiring, coaching, and talent development
- Conduct audits for compliance and risk management
- Drive operational performance and analyze trends
- Identify process improvements and implement strategies
- Maintain partnerships across the organization
- Deliver people leader tasks like capacity planning and schedule adherence
Answer 10 quick questions to check your fit for Unit Manager, Commercial Clients Operations @ Capital One.
Related Books and Jobs