Department Operations Manager
Primary Address Muntinlupa City, National Capital Region (Manila)
OverviewAlabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)Department Operations Manager
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 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
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
Amenable to work in Alabang and with a hybrid set up
Amenable to work in shifting schedules
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 RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
How We Hire
We take finding great coworkers pretty seriously.
Step 1 Apply
It only takes a few minutes to complete our application and assessment.
Step 2 Screen and Schedule
If your application is a good match you’ll hear from one of our recruiters to set up a screening interview.
Step 3 Interview(s)
Now’s your chance to learn about the job, show us who you are, share why you would be a great addition to the team and determine if Capital One is the place for you.
Step 4 Decision
The team will discuss — if it’s a good fit for us and you, we’ll make it official!
How to Pick the Perfect Career Opportunity
Overwhelmed by a tough career choice? Read these tips from Devon Rollins, Senior Director of Cyber Intelligence, to help you accept the right offer with confidence.
Your wellbeing is our priority
Our benefits and total compensation package is designed for the whole person. Caring for both you and your family.
Healthy Body, Healthy Mind
You have options and we have the tools to help you decide which health plans best fit your needs.
Save Money, Make Money
Secure your present, plan for your future and reduce expenses along the way.
Time, Family and Advice
Options for your time, opportunities for your family, and advice along the way. It’s time to BeWell.
Here’s how the team fits together. We’re big on growth and knowing who and how coworkers can best support you.
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