דרושים Sr Manager Hr Risk ב-Capital One ב-פיליפינים

General 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

Basic Qualifications:

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

• Total of 18 months of experience in a call center operations environment

• 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

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

Preferred Qualifications:

• Two (2) years of leadership role experience in BPO industry

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:

• 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.

To assist the Principal HR Specialist/Sr. Specialist in an assigned Human Resource sub-function such as HR Help Center

General Responsibilities:

● HR Help Center:

• Process associate’s concerns, inquiries and requests via Salesforce: Handles and resolves Tier 1 cases within 24 hours following quality standards of Local Work Instructions and HR Operations’ Official Playbook; Redirects and assigns Tier 2 cases to appropriate HR functions and ensures resolution within 72 hours
• Maintains the 201 personnel files
• Distributes HR documents to associates, as requested
• Acts as front-facing HR resource to associates for other HR admin requirements

■ Special Projects: Provide logistics/administrative assistance in department or organizationwide programs/events

■ People development: Discusses personal development plan with line manager and provides progress updates periodically for each performance review cycle.

■ May be assigned / rotated across related sub-functions, including but not limited to subfunctions within HR

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

Basic Qualifications:

■ Educational Background: at least high school graduate

■ Skills Required:

• Good oral and written communication skills for business correspondences;
• Analytical skills;
• Customer focused
• Contact Center Experience
• Reporting skills
• Shared Services experience
• Has experience in utilizing Workday & Ticketing Tools

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:

• To manage and oversee the overall sourcing activities by carrying out research, creating and executing strategy as well as preparing, negotiating and recording business contracts for Capital One Philippines

:

• Supervises a team or manages assigned sub-function, including but not limited to:
  • Sourcing Manager:
    • Manage RFx process, including conducting supplier due diligence and facilitating supplier demos
    • Drives selection strategy based on market knowledge, commodity, and long-term business objectives
    • Conduct market research to assess options in the market, identify possible suppliers
    • Recap supplier proposals for LOB and make a supplier selection recommendation to the LOB
    • Partner with LOB to develop a list of requirements

• Contract Manager:
  • Drafts the governing agreement (MSA, standalone, T&Cs)
  • Partners with the Third Party Manager and LOB in the development and execution of overall negotiation strategy (Legal Terms)
  • Partner with the Third Party Manager to socialize risks with the LOB and AE
  • Routes the deal for signature in DocuSign once ALL due diligence has been completed
  • Manages the transaction effectively, with assistance from TPM as needed, to meet the business timelines

• People development (as applicable). Engages team in regular coaching and feedback to improve performance and develop competencies. Conducts mid-year and year-end performance reviews.
• May be assigned / rotated across related sub-functions, including but not limited to sub functions within Enterprise Supply Management
• Other job-related duties that may be assigned from time to time.

Basic Qualifications:

• Must be a graduate of any college degree; preferably in Industrial Engineering or Business degree
• Has 10 years relevant work experience with 5 years experience in the function
• 5 years' managerial experience
• Must have relevant experience in complying with US regulatory requirements and processes
• Must have contracting experience specifically with HR services
• Must be willing to work in Alabang in a predominantly work from home set up
• Must be willing to work in a mid shift schedule
• Strong technical skills
• Strong negotiation skills
• Good attention to detail
• Effective interpersonal and communication skills

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.