AML Operations Unit Manager - AI-Driven Service Excellence

Capital One Group; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Job summary

Capital One Philippines Service Corp. is seeking a Unit Manager, Operations (AML) to supervise a team handling consults, inbound/outbound, cases, chats, and investigations.

You will drive skill development, performance, and adoption of technologies like Generative AI to enhance customer experience while meeting targets. The role emphasizes governance, audits, and cross-functional collaboration within Capital One’s operations.

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 and sub-functional leadership to a team of associates, including hiring, coaching, mentoring and talent development
• Risk Management through audits to ensure compliance with laws and regulations and mitigate issues
• Ambassador of Culture and Values; uphold Capital One's mission and values
• Drive operational performance and use of new tools like Generative AI to improve customer outcomes
• Coordinate across Workforce, Operations, Enterprise Operations and Support to improve service delivery
• Lead capacity planning, schedule adherence, and time-record approvals; monitor data accuracy in reporting

Skills

People management

Analytical skills

Communication skills

Knowledge of call center processes

Education

Two years college level education or equivalent work experience

Tools

Microsoft Office

Google Suite

Job description

Capital One Philippines Service Corp. is seeking a Unit Manager, Operations (AML) to supervise a team handling consults, inbound/outbound, cases, chats, and investigations.

You will drive skill development, performance, and adoption of technologies like Generative AI to enhance customer experience while meeting targets. The role emphasizes governance, audits, and cross-functional collaboration within Capital One’s operations.