Sr. Unit Manager (Operations Manager)

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.

• 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.

• 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 a hybrid setup
• Amenable to work in Alabang
• Amenable to work in a night shift schedule

• College graduate