As part of our Commercial Banking operations team in Capital One Philippines, we work with commercial clients to engage on all their servicing needs. Our associates are on the frontline, delivering on our commitment to provide an exceptional client experience.
At the Sr. Manager level, you will lead teams in a dynamic, fast-paced environment. You will provide direction and coaching to your teams to bring out the best in each individual. You will be required to balance risk to Capital One while delivering an industry leading experience to clients.
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.
People Leadership
This role will have direct accountability for managers and associates across geographies / time zones
Empower, develop, coach, and recognize team to reach personal, professional, and team goals
Stay connected and aware of team performance as it relates to people leadership, inclusion and engagement
Client Experience
Balancing people / process / risk decisions with impact to the client experience will be a critical success factor. The ideal candidate consistently utilizes design thinking in decision-making and regularly evaluates/strengthens how we measure the client experience
Ability to identify customer pain points and work with team and/or partners to find solutions
Serves internal and external clients to resolve customer issues and escalations
Ensures all service requests are processed per Service Level Agreements
Process Management
Understand and own the client experience with process updates and changes
Analyze operations data and prepare reports for senior leadership
Understand process performance through an overtime view of metrics and key result indicators
Learn and apply industry knowledge to improve our process
Lead direct reports in creating a culture focused on daily, weekly and monthly performance
Independently make connections to vision and create grounded recommendations
Project Management
Work backwards from a 6-12 month destination when serving as customers for strategic and improvement projects
Proactively provide clear, succinct updates to problems and progress using facts and data
Keep internal and external stakeholders (client, sales, service, operations, product) informed of status, risk and issues to delivery
Risk Management
When complaints, problems and/or issues arise, work with partners driving to root cause and identifying sustainable, repeatable solutions
Supports audits and examinations in the Commercial Banking area
Responsible for the upkeep and maintenance of policy and procedures
Working knowledge and tracking of top controls, risks and events/issues
Desired Attributes and Skills:
To be successful in the role, associates should exhibit the following:
Exceptional people leaders who embrace diversity and inclusion and who can lead transformational change
Passionate about both delivering a great client experience
Forward leaning into technology, automation, and emerging financial products
Fluid in adapting to and embracing change for themselves and with others
Intellectually curious, inquisitive, and open minded
Integrated thinkers and creative problem solvers with impeccable judgment
Exceptional and confident communicators, negotiators, and influencers
Tenacious in pursuing and achieving their goals and objectives
Motivated to achieve results through teamwork and collaboration
Proactive about their own development and learning with an optimistic, growth mindset
Basic Qualifications:
Bachelors’ degree or equivalent working experience
At least 5 years of experience in Commercial Banking operations
At least 5 years of experience in client services, business process management or project management
Willing to work in Alabang as needed; Predominantly Work from Home
Willing to work in a Night Shift schedule
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.