Sr. Process Specialist (Reporting)
Category Process and Project Management
Experience Sr. Associate
Primary Address Muntinlupa City, National Capital Region (Manila)
OverviewAlabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)Sr. Process Specialist (Reporting)
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.
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
Educational Background: College graduate of a Statistics, Business, or related degree
1.5 years of relevant working experience in a call center environment
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
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.
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