Process Specialist (ADP)

Capital One; Muntinlupa; On-site; PHP 420,000 - 540,000; Full time

Job summary

Capital One in Alabang, Philippines is seeking a Process Specialist to monitor real-time metrics, manage incidents, and ensure daily operations run as designed to meet customer and stakeholder needs.

You will work onsite from 8PM to 5AM, handle dashboards, reports, and cross‑functional coordination with global teams, applying analytical thinking and clear communication to resolve issues quickly.

Qualifications

• Onsite work setup.
• Work schedule: 8PM to 5AM, MLA.
• College level education or equivalent work experience.
• 1.5 years of relevant process management or call-center experience.
• Proficiency in Google Suite or Microsoft Office with strong Google Sheets/Excel skills.
• Strong analytical and organizational skills.
• Creative decision making and real-time data interpretation.
• Ability to work in a fast-paced, multi-deliverable environment.
• Clear communication of technical concepts.
• Attention to detail and urgency in escalation/resolution.
• Ability to work well in teams or independently.

Responsibilities

• Monitor all daily critical metrics and trigger escalation procedures.
• Stay on top of email, chat engagements and other public channels.
• Maintain daily dashboards, prepare and send daily reports.
• Conduct analysis and recommend solutions to real-time performance issues.
• Partner with global teams to ensure support and health of the network.
• Act as point of contact for operations during incidents.
• Manage communications to stakeholders to drive awareness during incidents.
• Support or rotate to other work towers as needed.

Skills

Real-time monitoring

Analytical skills

Strong communication

Google Sheets/Excel

Team collaboration

Education

College level education or equivalent

Job description

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila) – Process Specialist (ADP)

Summary: Support the network through real‑time monitoring of trends, volumes, files and transactions, and react by activating the appropriate levers. Ensure all business processes are functioning as designed to meet customers and stakeholders’ needs.

General Responsibilities – Real Time Monitoring & Management

• Monitor all daily critical metrics and trigger escalation procedures when thresholds are reached to ensure operational goals are met.
• Stay on top of email, chat engagements and other public channels the team is manning.
• Maintain daily dashboards, prepare and send daily reports.
• Conduct analysis and recommend solutions to real‑time performance issues.
• Partner with global teams to ensure appropriate support and health of the network.

Incident Management

• Act as point of contact for operations to convey technical difficulties and servicing challenges.
• Be a liaison for resolvers to collect and validate information needed for troubleshooting.
• Monitor and track reported incidents, perform reviews and provide reports to close the loop.
• Manage bridge lines, including sending communications to stakeholders to drive awareness at every stage of an incident.
• Ensure all outstanding issues are escalated and resolved in a timely and accurate manner.

Administrative

• Perform audits, reviews and care for internal summary emails.
• Manage handoff emails, event monitoring (e.g., weather, civil), leadership ad hoc requests.
• Support or rotate to other work towers as needed.
• Maintain process documentation and governance.
• Prioritize assigned tasks autonomously.
• Identify process improvements and make recommendations to drive implementation.

Basic Qualifications

• Onsite work setup.
• Work schedule: 8PM to 5AM, MLA.
• College level education or equivalent work experience.
• 1.5years of relevant process management or call‑center experience.
• Proficiency in Google Suite or Microsoft Office with strong Google Sheets/Excel skills.
• Strong analytical and organizational skills.
• Creative decision making, able to think outside the box in real‑time as data become available.
• Proven ability to work in a fast‑paced, iterative cycle with multiple deliverables under schedule deadlines.
• Strong communication skills with the ability to convey technical concepts in an easy‑to‑understand manner.
• Strong attention to detail and a sense of urgency in escalating and resolving outstanding issues.
• Can work effectively both in a team environment and independently.

Preferred Qualifications

• Applies sound business judgment to execution with a customer‑first mentality.
• Strong collaborative drive with the ability to influence conversations as needed.
• Methodical, procedural approach and able to work through challenges in ambiguous situations.
• Calm under pressure, maintains a positive approach during discovery/troubleshooting stages.
• Highly proficient in verbal and written communication, able to liaise between parties.
• Strong sense of continuity, able to “fill” the events of the day and ask questions when uncertainties arise.
• Self‑directed, good work ethic, can operate with minimal supervision.

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non‑discrimination in compliance with applicable federal, state, and local laws.