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Capital One Unit Manager Commercial Client Operations Philippines 147678584
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The Commercial Client Operations (CCO) 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
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
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.
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