Overview

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

Sr. Process Specialist (Reporting)

JOB SUMMARY:

To assist the Principal Process Specialist in managing the administration of Reporting, Analytics and DevOps units such as Real Time, Scheduling, and Management Information System (MIS) operations of all supported processes and/or Lines of Businesses (LOBs). To partner with the Operations department through accurate and efficient provision of operations metrics on management information (MI), staffing, and Real Time data.

MAJOR RESPONSIBILITIES:

1. Management Information

∙ Partners with Operations to accurately and efficiently provide operations metrics on management information (MI), staffing and Real Time Adherence (RTA) requirements; Regularly communicates with Operations to ensure support on MI, staffing, and Real Time management support

∙ Analyzes specific Operations departments’ performance trends to identify performance gaps and recommend action plans on achieving quality, productivity, and customer service delivery levels

∙ Acts as the point of contact (POC) to liaise with appropriate departments for business continuity, capacity planning, and staffing reporting

2. Audit and Process Improvement

∙ Leads the periodic review of processes and procedures with relevant stakeholders to identify opportunity areas for operational and financial effectiveness

∙ Initiates the development and periodic review of the Operations Desk Standard Operations(SOP) Manual

∙ Monitors Process Specialists’ adherence to department guidelines, compliance regulations, policies and procedures by implementing the audit procedures

3. People development

∙ Monitors the Process Specialists’ performance by providing regular feedback and coaching sessions to ensure the achievement of productivity, quality, efficiency, and customer satisfaction levels

∙ Recommends hiring/firing, training, performance review, pay administration, and other people-related matters

∙ Motivates Process Specialists to participate in Company events ∙ plans and to provide guidance on on-going business requirements

4. Administrative responsibilities

∙ Monitors the actual full-time equivalent (FTE) count vis-à-vis operational / budget FTE count on the respective LOB supported

∙ Ensures documentation of business case to request for additional expenditure approval

5. May be assigned / rotated to other related sub-functions including but not limited to sub-functions within Operations

6. Other job-related duties that may be assigned from time to time

JOB SPECIFICATIONS/QUALIFICATIONS:

Educational Background: College graduate of a Statistics, Business, or related degree

Professional Experience:

• 1.5 years of relevant working experience in a call center environment

Skills Required:

• Solid functional understanding of call center business processes, with in-depth knowledge of Amazon Connect/OneComm metrics, SAGE Data, CEMP data, SQL(Structured Query Language) and usage of BI tools (Tableau / Amazon Quicksight)

• Strong analytical skills for high-volume financial product and call center operations performance management data

• Results orientation with a bias for action, versatility, and adaptability

• People management skills, including team formation, collaboration, and influencing

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. 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).