Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)Sr. Department Ops Manager, AML
Summary:
To lead a complex, mid to large sized operation (e.g. Back Office Processing, Collection, Fraud/Disputes, Servicing, Technical Training and Quality, Workforce Management, Reporting, Analytics & Development Ops) of Capital One Philippines. Responsible for setting and driving strategy, long term vision and goal for the function. Responsible for operational performance of the function, and drive continuous improvements to sustainably meet and exceed targets. Drive team’s performance and build a high performing and engaged team.
General Responsibilities:
Strategy, Vision and Goals: Develops and implements an end state vision, strategy and plans for the sub-function and build plans to achieve these. Strategy and vision should be balanced across our four strategic pillars of customer, talent, well managed and economics and should operate within business objectives and corporate standards.
Operational performance: Responsible for overall operational output of the sub-function. Institutionalize management practices to drive accountability across all layers of the organization, and be able to drive the team to meeting and exceeding target KPIs.
Process improvement: Build processes and practices to drive continuous improvement in the team. Build a culture of “no problem is a problem” and empower team to find opportunities for driving improvements, culture where all layers of the team clearly understand goals, what drives the process performance to meet/miss the goal and how to remain focused on critical things.
People development: Responsible for building a high performing and engaged team. Drive team’s overall performance, leadership across all layers, and overall engagement for the team and function. Understand the concerns associates may have, and work with stakeholders and partner teams to drive solutions. Work with HR and other partners on hiring/terminations, performance and talent management, adherence to policies, and administrative decisions.
Organizational collaboration. Maintains strong and collaborative partnerships across the organization, including HR, Finance, Shared Services, and stakeholders in the US and works collaboratively in all aspects of day to day responsibilities.
May be assigned / rotated across other related sub-functions including but not limited to:
Back Office Processing: Strategizes for sub-functional team handling inbound calls to manage and resolve credit bureau scores disputes and correspondences.
Collection: Strategizes for sub-functional team handling inbound and outbound calls to manage and resolve delinquent accounts
Fraud/ Disputes: Strategizes for sub-functional team handling inbound and outbound calls to identify, investigate and resolve dispute and fraudulent activities
Servicing: Strategizes for sub-functional team handling inbound calls to manage and resolve credit card concerns
Applications Phone Channel: Strategizes for sub-functional team handling inbound calls to provide prime customer experience focusing on risk and regulatory adherence
Training: Strategizes for sub-functional team planning, delivering, and evaluating technical training requirements
Workforce Management: Strategizes for sub-functional team handling workforce data and voice, skilling and access support, Integrated Mission Control (IMC), and Workforce Center of Excellence (COE)
Reporting, Analytics and Development Ops: Strategizes for sub-functional team handling Operations reporting, data analysis, and development of data-based solutions
Basic Qualifications:
Two (2) years college level education or equivalent work experience
Minimum 5 – 7 years working experience in a call center operations environment, with 5 years in a managerial capacity
Solid functional understanding of call center business processes, with deep appreciation for meeting customer needs and expectations
Strong analytical skills for decision-making
Results orientation with a bias for action, versatility, and adaptability
People management skills, including team formation, collaboration, and influencing
Preferred Qualifications:
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
