Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)
Responsible for the day-to-day support of a large operation, prioritizing the associate experience and delivery of performance goals and outcomes. The Director role operates as a senior leader within Capital One Philippines, and will play a critical role in developing and supporting the culture and strategy imperatives. The ability to actively lead the development of programs and policies aligned with the business objectives and corporate standards to ensure functional efficiency is expected. The responsibilities of strategic management will be realized through the direct support of a team of managers/professionals. Collaboration is also critical across the organization to further the function’s goals. The ongoing need to review and decide on issues that have significant impact on the organization remains a constant in our environment.
Develops and leads the implementation of a long range strategic plan, including budget and service improvement to ensure that the function aligns with business objectives and corporate standards
Ensures adherence to quality goals and performance by reviewing and interpreting results against operating plans and standards; Provides feedback and coaching to direct reports on interpretation of policies / objectives and approves changes in plans
Maintains strong and collaborative partnerships across the organization to positively influence service delivery and customer satisfaction
Conducts continuing study of the function, including best practices, to maintain the knowledge base of the function and to develop long range goals and programs
Provides functional leadership to a team of managers/professionals, including hiring/ firing, mentoring, performance review, pay recommendations and administrative decisions; Maintains appropriate communications within area of responsibility; Keeps function abreast on company-wide plans and progress
Assumes other individual assignments and responsibilities as the Head of Operations may direct; Maintains the professional competence, knowledge and skill necessary for the satisfactory performance of all assigned responsibilities
Delivers in support of other job-related duties that may be assigned from time to time
College degree or with equivalent work experience
10 years of call center operations experience or an equivalent industry exposure; At least 5-6 years of people management experience
Preferably with post-graduate units
Direct leadership experience with retail banking and/or credit card customer service
Proven track record in call center business operations/ management or equivalent industry; with deep appreciation for meeting customer and associate needs and expectations
Ability to work well in a multicultural organization, with experience in leadership, negotiation, and influencing at senior levels
Strong analytical skills for decision-making
Results orientation with a bias for action, versatility, and adaptability
Willing to work in Alabang
Willing to work in a night shift schedule
No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. 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).