Manila City, Metro ManilaMuntinlupa City, Metro Manila
Permanent
Full-time
7 days ago
Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)Sr. Unit Manager (Operations Manager)Summary: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.General Responsibilities: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 deliveryPeople 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 concernsOrganizational collaboration. Maintains strong and collaborative partnerships across the organization, including HR, Ops Desk, CRE, to positively influence service delivery and customer satisfactionMay 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 accountsFraud/ Disputes: Manages sub-functional team handling inbound and outbound calls to identify, investigate and resolve fraudulent activitiesServicing: Manages sub-functional team handling inbound calls to manage and resolve credit card concernsVendor Management (Supplier Partner Operations): Serves as a point of contact and relationship manager between supplier and Capital OneCustomer 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 timeBasic Qualifications:Two (2) years college level education or equivalent work experience3 years' experience in a call center operations environment, with 2 years in a managerial capacityKnowledge of call center business processesAnalytical skills for decision-making and performance evaluationCommunication skills for written and verbal business correspondencesPeople management skills, including team coaching and collaborationProficiency in Microsoft programs and Google SuiteAmenable to work in a hybrid setup * Amenable to work in Alabang
Amenable to work in a night shift schedule
Preferred Qualifications:College graduateNo 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.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.For technical support or questions about Capital One's recruiting process, please send an email toCapital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.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).
