Department Operations Manager (Commercial Client Operations)

To strategize for an Operations sub-function (i.e. Back Office Processing, Collection, Fraud/ Disputes, Ops Desk Servicing, or Technical Training & Quality) of Capital One Philippines. To implement policies and to identify opportunity areas to ensure sub-functional efficiency. To be responsible for the strategic management of a team of managers/professionals. To maintain partnerships with across the
organization to further the sub-function’s goals.

• Strategic planning. Develops and implements an annual plan for the sub-function, including budget and service improvement to ensure that sub-function operates within business objectives and corporate standards
• Operational performance. Provides periodic performance data to leadership team 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. Provides sub-functional leadership to a team of managers/professionals including hiring/ termination, approval of time records, schedule adherence, deployment, mentoring, performance review, pay recommendations and administrative decisions
• 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:
  • ​Back Office Processing: Strategizes for sub-functional team handling inbound calls to manage and resolve credit bureau scores disputes and correspondences.
  • ​Collection: Strategizes for sub-functional team handling inbound and outbound calls to manage and resolve delinquent accounts
  • ​Fraud/ Disputes: Strategizes for sub-functional team handling inbound and outbound calls to identify, investigate and resolve dispute and fraudulent activities
  • ​Ops Desk: Strategizes for sub-functional team handling workforce and schedule management
  • ​Servicing: Strategizes for sub-functional team handling inbound calls to manage and resolve credit card concerns
  • ​Training: Strategizes for sub-functional team planning, delivering, and evaluating technical training requirements
• Other job-related duties that may be assigned from time to time

• Educational Background: College graduate
• Professional Experience:
• ○ Internal hire: 3 years
• ○ External hire: 5 years’ working experience in a call center operations environment, with 3 years in a managerial capacity

• Solid functional understanding of call center business processes, with deep appreciation for meeting customer needs and expectations
• Strong analytical skills for decision-making
• Results orientation with a bias for action, versatility, and adaptability
• People management skills, including team formation, collaboration, and influencing
• Proficiency in Microsoft programs