Director, Operations

Overview

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)

Director, Operations

Summary:

Responsible for day-to-day execution and leadership of Consumer Banking Operations, and Operations Support teams in Capital One Philippines, ensuring the delivery of superior results across customer, business, risk and associate outcomes aligned to the business strategy and imperatives.

The ability to create breakthrough results and transform how we operate through the development of programs, practices and activities that result in service and process improvements are key expectations of the role.

General Responsibilities:

• Operational leader accountable for the performance of managed lines of business, leading large teams, and ensuring alignment with operational standards and goals.
• Leads the development and execution of operating plans to achieve performance targets and deliver improvements in quality, customer experience, associate engagement and other business outcomes.
• Responsible for introducing, exporting, and implementing best practices, routines, tools and capabilities across the Operations line of business (LOB) that lead to change and improvement: measure, re-engineer, automate, generate insights, improve utilization
• Collaborates closely with business partners, cross-functional support teams to optimize service delivery and drive results in a matrixed reporting structure
• Drives operational and tactical enhancements that support enterprise strategies, identifying opportunities to align and/or share best practices to drive LOB performance
• Delivers other job-related duties that may be assigned from time to time.

Competencies:

• Strategic Orientation: Designs and implements operational strategies across multiple lines of business or functions. Influences and executes initiatives to ensure alignment to the overall business imperatives. Drives critical results through their teams aligned with strategy while thoughtfully managing expectations
• Leadership: Leads large teams with strong followership. Demonstrates adaptability and fosters an environment of collaboration across business partners and cross-functional departments
• Problem Solving: Leverages on data, product, and technology to identify the root causes or possible drivers of a problem; steers team to identify deeper needs. Supports business outcomes through analytical thinking.
• Results Focus: Drives critical results through their teams aligned with strategy while thoughtfully managing expectations. Delivers high throughput of results with extreme attention to detail
• Communication and Influence: Communicates clearly across levels and builds context through deep listening and data sources. Influences others by leading meaningful discussions while demonstrating flexibility on options and path forward.
• Lives the Values and Learning Agility: Demonstrates humility, curiosity, willingness to listen and grow. Incorporates feedback at individual and organizational level. to learn and adapt; shows vulnerability to listen, learn and be curious about differences

Basic Qualifications:

• College degree or equivalent work experience 
• 10+ years of Consumer banking operations or call center operations management experience or equivalent industry exposure
• Experience in a global, multicultural, matrix organization 
• Must be willing to work in a mid shift schedule 
• Must be willing to work in a hybrid set up
  

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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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).