Operations Manager
Dandy$116,500 - $137,000/year
Full Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Sr. Department Operations Manager for Commercial Banking at Capital One
Muntinlupa, National Capital Region, Philippines
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Commercial Banking, Financial ServicesIndustries
Requirements
- Two (2) years college level education or equivalent work experience
- Minimum 5 – 7 years working experience in a call center operations environment
- 5 years in a managerial capacity
- Solid functional understanding of call center business processes, with deep app
Responsibilities
- Develop and implement an end state vision, strategy, and plans for the sub-function, balanced across customer, talent, well managed, and economics strategic pillars, within business objectives and corporate standards
- Drive overall operational output of the sub-function, institutionalize management practices for accountability, and lead the team to meet and exceed target KPIs
- Build processes and practices for continuous improvement, foster a culture of "no problem is a problem," empower the team to identify improvement opportunities, and ensure clarity on goals, process drivers, and focus on critical priorities
- Build a high performing and engaged team, drive overall performance and leadership across layers, address associate concerns, collaborate with HR and partners on hiring/terminations, performance/talent management, policy adherence, and administrative decisions
- Maintain strong collaborative partnerships across the organization, including HR, Finance, Shared Services, and US stakeholders, in all day-to-day responsibilities
- May be assigned or rotated across sub-functions such as Back Office Processing (credit bureau disputes), Collection (delinquent accounts), Fraud/Disputes (investigations), Servicing (credit card concerns), Applications Phone Channel (customer experience with risk/regulatory focus), Training (planning/delivery/evaluation), Workforce Management (data/voice/skilling/IMC/COE), or Reporting/Analytics/Development Ops (reporting/data analysis/solutions)
- Set and drive strategy, long-term vision, and goals for complex mid-to-large operations (e.g., Back Office Processing, Collection, Fraud/Disputes, Servicing, Technical Training/Quality, Workforce Management, Reporting/Analytics/Development Ops)
- Ensure operational performance and drive continuous improvements to sustainably meet and exceed targets
- Drive team performance and build a high performing, engaged team
Skills
Operations Management
Process Improvement
Workforce Management
Reporting
Analytics
Team Leadership
KPI Management
Strategy Development
Back Office Processing
Fraud Management
Capital One
Offers diverse financial products and services
About Capital One
Capital One provides a variety of financial services aimed at making banking accessible and easy for everyone. The company offers products such as credit cards, savings accounts, car loans, and business checking accounts, catering to both individual consumers and small businesses primarily in the United States. Capital One's approach includes user-friendly banking solutions with no fees or minimums for checking accounts, allowing customers to manage their finances more effectively. They generate revenue through interest on loans, credit card fees, and investment banking services. What sets Capital One apart from its competitors is its strong commitment to financial inclusion and literacy, demonstrated through community partnerships and educational initiatives, such as collaborations with Khan Academy. The company's goal is to create a more inclusive financial system and empower customers with the knowledge and tools they need to make informed financial decisions.
McLean, VirginiaHeadquarters
2014Year Founded
$15.9MTotal Funding
IPOCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees
Benefits
Medical, Dental, & Vision coverage
Onsite Health Centers
Prescription saving with network of local pharmacies
Stock Purchase Plan
Education Assistance
401(k)
Flexible Spending Accounts
Life and Disability insurance
Generous paid time off + corporate & floating holidays
Registered dieticians on site, cooking classes and free virtual fitness classes
Employee Assistance Program
Risks
Increased competition in subscription management tools may dilute Capital One's advantage.
Over-reliance on partnerships could expose Capital One to technological risks.
Departure of key personnel like Joe Rodriguez may affect risk management continuity.
Differentiation
Capital One offers user-friendly banking with no fees or minimums for checking accounts.
The company partners with Khan Academy to provide financial literacy education.
Capital One is the first major U.S. bank to offer subscription management tools.
Upsides
Capital One's mobile app is a model for secure, user-friendly digital banking.
Data sharing with Worldpay enhances payment security and fraud prevention.
Partnerships with fintechs like Minna Technologies improve customer experience.
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