AML Operations Lead — People, Process & Generative AI

Capital One; Muntinlupa; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Capital One Philippines is seeking an Alabang-based Unit Manager, Operations (AML) to supervise a team handling consults, inbound, outbound, case, chat, escalations, and investigations. You will drive performance through coaching and adoption of new tools, including Generative AI, to deliver improved customer outcomes while partnering with cross-functional teams.

The role emphasizes people development, risk management, and process enhancements to meet individual and group targets within an

Qualifications

• Minimum 2 years of Supervisory/Team Leader experience in AML, Transaction Monitoring Operations, or Fraud Investigations in the Banking/IT-BPM industry.
• Two years college level education or equivalent work experience.
• Total of 18 months of experience in a call center operations environment.
• Knowledge of call center business processes.
• Analytical skills for decision-making and performance evaluation.
• Communication skills for written and verbal business correspondences.
• People management skills, including team coaching and collaboration.
• Proficiency in Microsoft Office and Google Suite applications.

Responsibilities

• People development: provide sub-functional leadership including hiring, coaching, mentoring, and talent development.
• Risk management: conduct audits to ensure compliance and mitigate risks.
• Ambassador of culture and values: uphold Capital One's mission, advocate for customers and teams during change.
• Operational performance: conduct periodic performance reviews and analyze trends.
• Process improvement: identify opportunities and pilot new tech solutions (e.g., Generative AI) to optimize operations.
• Organizational collaboration: partner across Workforce, Operations, Enterprise Operations, and Support functions.
• Operational routines: manage volume projections, capacity planning, time records, schedules, and data accuracy in reports.
• Other job-related duties as assigned.

Skills

People management

Analytical skills

Communication skills

Call center processes

Education

Two years college level education

Tools

Microsoft Office

Google Suite

Job description

Capital One Philippines is seeking an Alabang-based Unit Manager, Operations (AML) to supervise a team handling consults, inbound, outbound, case, chat, escalations, and investigations. You will drive performance through coaching and adoption of new tools, including Generative AI, to deliver improved customer outcomes while partnering with cross-functional teams.

The role emphasizes people development, risk management, and process enhancements to meet individual and group targets within an