Senior Manager for Operations (card Servicing)

Capital One Capital One · Banking · Alabang, Philippines

Senior Manager for Operations (Card Servicing) at Capital One Philippines, responsible for leading complex operations, setting strategy, driving operational performance, continuous improvement, and people development within a card servicing context. The role involves managing various sub-functions like AML, Fraud/Disputes, Servicing, and Reporting.

What you'd actually do

  1. Develops and implements an end state vision, strategy and plans for the sub-function and build plans to achieve these.
  2. Responsible for overall operational output of the sub-function.
  3. Build or support processes and practices to drive continuous improvement in the team.
  4. Responsible for building a high performing and engaged team.
  5. Maintains strong and collaborative partnerships across the organization, including HR, Finance, Shared Services, and stakeholders in the US and works collaboratively in all aspects of day to day responsibilities.

Skills

Required

  • Two (2) years college level education or equivalent work experience
  • Minimum 5 – 7 years working experience in a call center operations environment, with 5 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
  • Amenable to work in a hybrid set up
  • Amenable to work in a night shift schedule

Nice to have

  • Proficiency in Microsoft Office and Google Suite

What the JD emphasized

  • call center operations environment
  • managerial capacity
  • call center business processes
  • meeting customer needs and expectations