AML Operations Unit Lead | People & Process Innovator

Capital One; Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Capital One Philippines is seeking an Unit Manager, Operations (AML) to supervise a team handling consults, inbound/outbound calls, cases, chat and investigations, driving required skills and customer experience to meet individual and group targets.

The role emphasizes performance, skills development, and the adoption of new technology such as Generative AI to promote customer and business outcomes while coordinating with Workforce and Operations teams.

Qualifications

• Minimum 2 years of Supervisory/Team Leader experience in AML, Transaction Monitoring Operations, or Fraud Investigations in the Banking/IT-BPM industry
• Two (2) 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. 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 elevate/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

Skills

People leadership

Analytical skills

Communication skills

Process improvement

Risk management

MS Office / Google Suite

Education

Two years college level education or equivalent

Tools

Microsoft Office

Google Workspace

Job description

Capital One Philippines is seeking an Unit Manager, Operations (AML) to supervise a team handling consults, inbound/outbound calls, cases, chat and investigations, driving required skills and customer experience to meet individual and group targets.

The role emphasizes performance, skills development, and the adoption of new technology such as Generative AI to promote customer and business outcomes while coordinating with Workforce and Operations teams.