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R189805 Posted 06/17/2024

Sr. Unit Manager (Operations Manager)

City of Muntinglupa, Philippines
  • Category Customer Care
  • Experience Principal Associate
  • Primary Address Muntinlupa City, National Capital Region (Manila)

Overview

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

Sr. Unit Manager (Operations Manager)

Summary: 

  • To manage an Operations sub-function of Capital One Philippines. To implement policies and to identify opportunity areas to ensure sub-functional efficiency.

  • To be responsible for managing a team of supervisors/professionals. To maintain partnerships across the organization to further the sub-function’s goals.

General Responsibilities: 

  • Operational performance. Provides periodic performance data to the Department Operations Manager 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 (if applicable). Provides sub-functional leadership to a team of supervisors/professionals, including recommendations for hiring/termination, approval of time records, schedule adherence, deployment, mentoring, performance review, pay recommendations and administrative decisions; regularly conducts focus group discussions on employee concerns

  • 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 sub-functions within Operations:

    • Back Office Processing (Non-Voice Operations): Manages sub-functional team handling case works to manage and resolve credit bureau scores disputes, anti-money laundering and fraud alerts, and/or specialty operations processes. 

    • Collections: Manages sub-functional team handling inbound and outbound calls to manage and resolve delinquent accounts

    • Fraud/ Disputes: Manages sub-functional team handling inbound and outbound calls to identify, investigate and resolve fraudulent activities

    • Servicing: Manages sub-functional team handling inbound calls to manage and resolve credit card concerns

    • Vendor Management (Supplier Partner Operations): Serves as a point of contact and relationship manager between supplier and Capital One

    • Customer Protection Resolution (CPR): Manages sub-functional team handling inbound calls from Bank customers to support fraud and claims needs.

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


Basic Qualifications: 

  • Two (2) years college level education or equivalent work experience

  • 3 years’ experience in a call center operations environment, with 2 years in a managerial capacity

  • Knowledge of call center business processes

  • Analytical skills for decision-making and performance evaluation

  • Communication skills for written and verbal business correspondences

  • People management skills, including team coaching and collaboration

  • Proficiency in Microsoft programs and Google Suite

  • Amenable to work in Alabang 

  • Amenable to work in a night schedule

Preferred Qualifications: 

  • College graduate

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 (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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.

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).

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