Department Operations Manager (Commercial Client Operations)

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

Department Operations Manager (Commercial Client Operations)

Summary:

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 with across the
organization to further the sub-function's goals.

Job Description

As part of our Commercial Banking operations team in Capital One Philippines, we work with commercial clients, which are defined as businesses that earn revenue over $10MM USD a year, to engage on all their servicing needs. Our associates are on the frontline, delivering on our commitment to provide an exceptional client experience.

General Responsibilities:

Leverage knowledge of Commercial products, process, operations, risk and technology to help your teams think and act differently when solving client concerns across Client Servicing Operations, Treasury Management, Loan Operations and other areas.

• 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

• Educational Background: College graduate
• Professional Experience:
• ○ Internal hire: 3 years
• ○ External hire: 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