Unit Manager Operations AML

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

Unit Manager, Operations (AML)

Summary: 

To supervise a team of professionals (handling consults, inbound, outbound, case, chat, escalations and investigations) to drive improvements in required skills and customer experience through regular interactions in order to achieve individual and group targets in an Operations sub-function of Capital One Philippines. Responsible for driving performance, skills improvement, and the effective adoption of new technological tools (e.g., Generative AI) to promote customer and business outcomes while maintaining partnerships across the organization.

General Responsibilities: 

• People development. Provides sub-functional leadership to a team of associates, including hiring, coaching, mentoring, and  talent development
• Risk Management. Conducts scheduled and random audits to ensure compliance with all applicable laws  and regulations and escalate/mitigate as necessary
• Ambassador of Culture and Values. Upholding the company’s mission and vision by embodying excellence and doing the right thing; Advocate for customers and teams by helping them navigate through change 
• Operational Performance. Provides and conducts periodic performance review to the Sr. Unit Manager and up by analyzing performance/business trends and results 
• Process Improvement. Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery, including researching, piloting, and integrating new technological solutions such as Generative AI to optimize operations, as applicable.
• Organizational Collaboration. Maintains strong and collaborative partnerships across the organization,  including Workforce, Operations, Enterprise Operations, Operations Support and Functional Support to positively influence service delivery and customer satisfaction 
• Operational Routines. Delivers people leader-related tasks such as but not limited to volume projection, capacity planning, approval of time records, schedule adherence, associate movements, regularization, etc; Inspects data accuracy on team reporting (i.e. DID, HR roster, etc)
• Other job-related duties that may be assigned from time to time

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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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).

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