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Capital One Sr Unit Manager Operations Philippines 970562394
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 Alabang
Amenable to work in a night 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.
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