Sr Operations Representative jobs at Capital One in Philippines

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 ofsupervisors/professionals.To maintain partnerships across the organization to further the sub-function’s goals.

GeneralResponsibilities:

• 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 ofsupervisors/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 withinOperations:

  • 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

BasicQualifications:

• 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

• Amenable to work in Alabang
• Amenable to work in a night shift schedule

PreferredQualifications:

• College graduate

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.

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.

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.

Summary:

• The Commercial Client Operations (CCO) Coordinator 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 research.

• Effectively navigate back office systems to review/research incoming client requests through email or phone call, provide resolution to the client request and communicate resolution

• Maintain service levels while completing research and client requests

• Identify, analyze and provide proactive feedback to management regarding trends and areas of opportunity for process improvement. This may include process improvement and flags potential risks in accordance with company and regulatory standards, policies, practices

• Execute job duties following policies, standards and/or procedures within target turnaround times and quality levels; bring awareness to management any constraints or concerns

• Work with partners driving to root cause and identifying sustainable, repeatable solutions to ensure repeat occurrences are avoided for all clients when complaints, problems and/or issues arise

• Collaborate within and across teams and organizations to analyze and resolve client issues

• May be assigned other job-related duties from time to time

Basic Qualifications:

• 1 year experience in Commercial Banking

• College level or any equivalent work experience

• At least 1 year customer service experience or any equivalent work experience

• Problem solving skills in recommending solutions to address customer needs and expectations

• Communication skills in delivering appropriate, direct, and straightforward information

• Appropriately tailors written and verbal communications.

• Strong understanding of de-escalation techniques and the end-to-end process of servicing

Preferred Qualifications:

• Able to work autonomously – be self-sufficient and a self-starter

• Able to deliver multiple work expectations efficiently

• Ability to work independently and efficiently in a fast paced, high volume customer focus call center

• Customer orientation in understanding and listening to customer concerns

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.

• Account Servicing.Listens attentively to customers in order to address issues / questions responsibly; Updates account information, as requested by the customer; Transfers the customer to the appropriate department, as needed

• Functional Knowledge.Displays expertise in product and service knowledge; Understands and adheres to company policies and procedures.

• Training.Completes and passes assessment of required trainings within timelines to prevent potential job risks

• Will be assigned to:

Basic Qualifications:

• High School Graduate

• Communication skills in delivering appropriate, direct, and straightforward information.

• Customer orientation in understanding and listening to customer concerns

• Problem solving skills in recommending solutions to address customer needs and expectations

• Strong attention to detail and good judgment

• Ability to handle difficult calls and sensitive information

• Team-player

• Computer-literate

• Willing to be trained

Preferred Qualifications:

• 1 year of experience in banking industry preferred for Fraud and Disputes Operations

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.

Summary:

• As a Sr Manager, Data Analyst, you will partner cross-functionally with teams throughout the company to validate business impacting analytical tools. You will enhance your technical and analytical skills, while also working with leaders to influence business strategies. With a network of hundreds of Data Analysts, Quants, and Data Scientists, challenging projects with an eye on the bottom line and a focus on work/life balance, we’ve created a dynamic environment with plenty of room for you to learn, grow, and realize your full potential.

• Refining a new Enterprise-wide analytical tools validation framework

• Planning and executing validation projects

• Assessing the quality and risk of analytical tool methodologies across Capital One, and the nature of tools usage within those processes

• Understanding technical issues in analytical tools and assessing tools risks and opportunities

• Independently researching, identifying, and prototyping industry best practices for emerging analytical tools

• Communicating results clearly and concisely both verbally and through written communications via validation reports and presentations

• Leveraging education, colleagues and training opportunities to develop solutions to business problems

• Coaching and mentoring junior staff

Basic Qualifications:

• Educational Background: Bachelor’s Degree in quantitative field (Statistics, Economics, Operations Research, Analytics, Mathematics, Computer Science or a related quantitative field)

• Professional Experience:

  • At least 7 years of experience in data analytics

  • At least 5 years of experience leading and developing with open source data technologies

  • At least 2 years of experience managing people

• Amenable to work in a hybrid set up; pre dominantly work from home

• Amenable to work in a night shift and or late mid shift schedule

• Skills Required:

  • Possessing strong problem solving and conceptual thinking abilities

  • Excellent communication skills , interpersonal and leadership skills

Preferred Qualifications:

• Master’s Degree or PhD in a Finance, Economics, Statistics, Mathematics, Industrial Engineering, Operations Research, or a related field

• At least 7 years of experience in statistical or econometrics hands-on work

• At least 5 years of experience manipulating and performing analysis with large data sets

• At least 5 years of experience in financial services industry

• At least 5 years of experience in developing statistical or econometric models

• At least 5 years of experience in validating statistical or econometric models

• At least 2 years of experience with data governance

• At least 2 years of experience with predictive analytics

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.

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.