Summary:
Responsible for day-to-day execution and leadership of Consumer Banking Operations, and Operations Support teams in Capital One Philippines, ensuring the delivery of superior results across customer, business, risk and associate outcomes aligned to the business strategy and imperatives.
The ability to create breakthrough results and transform how we operate through the development of programs, practices and activities that result in service and process improvements are key expectations of the role.
General Responsibilities:
- Operational leader accountable for the performance of managed lines of business, leading large teams, and ensuring alignment with operational standards and goals.
- Leads the development and execution of operating plans to achieve performance targets and deliver improvements in quality, customer experience, associate engagement and other business outcomes.
- Responsible for introducing, exporting, and implementing best practices, routines, tools and capabilities across the Operations lines of business (LOB) that lead to change and improvement: measure, re-engineer, automate, generate insights, improve utilization
- Collaborates closely with business parters, cross-functional support teams to optimize service delivery and drive results in a matrixed reporting structure
- Drives operational and tactical enhancements that support enterprise strategies, identifying opportunities to align and/or share best practices to drive LOB performance.
- Delivers other job-related duties that may be assigned from time to time.
Competencies:
- Strategic Orientation: Designs and implements operational strategies across multiple lines of business or functions. Influences and executes initiatives to ensure alignment to the overall business imperatives. Drives critical results through their teams aligned with strategy while thoughtfully managing expectations
- Leadership: Leads large teams with strong followership. Demonstrates adaptability and fosters an environment of collaboration across business partners and cross-functional departments
- Problem Solving: Leverages on data, product, and technology to identify the root causes or possible drivers of a problem; steers team to identify deeper needs. Supports business outcomes through analytical thinking.
- Results Focus: Drives critical results through their teams aligned with strategy while thoughtfully managing expectations. Delivers high throughput of results with extreme attention to detail
- Communication and Influence: Communicates clearly across levels and builds context through deep listening and data sources. Influences others by leading meaningful discussions while demonstrating flexibility on options and path forward.
- Lives the Values and Learning Agility: Demonstrates humility, curiosity, willingness to listen and grow. Incorporates feedback at individual and organizational level. to learn and adapt; shows vulnerability to listen, learn and be curious about differences
Basic Qualifications:
- College degree or equivalent work experience
- 10+ years of Consumer banking operations or call center operations management experience or equivalent industry exposure
- Experience in a global, multicultural, matrix organization
Eligibility Criteria for IJP:
- Associate must have a recent rating of at least a “Strong” or above
- Associate’s current time in position, as noted on Workday is greater than or equal to 6 months
- Associate is not actively on any type of a Performance Improvement Plan (PIP)
- Associate must not have any written warning corrective action and up in any stage of the application process
- Associate must meet all minimum requirements and Basic Qualifications (BQs) of the job, as outlined in the internal job posting
Notes:
- Role is open to internal candidates at Senior Manager level, must meet IJP criteria
- Requisition open under local terms
- Candidate must have appropriate paperwork to work in the Philippines
- Completion of an internal questionnaire is required to proceed
- Don't forget to upload your resume in Workday before submitting your application. You may also submit your resume directly to the Hiring Manager prior to your interview
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).
Who We Are
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.