Senior Manager for Operations (Card Servicing)

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

Job summary

Capital One is seeking a Manager for their call center operations in Muntinlupa, Philippines. This role will lead a complex team focusing on Anti-Money Laundering, Fraud/Disputes, and other operational areas. Responsibilities include developing strategies, driving team performance, and continuous improvements.

The ideal candidate will have at least 5 years of managerial experience in call center operations, strong analytical skills, and a results-oriented mindset. A hybrid work setup is part of the job.

Qualifications

• Minimum 5–7 years working experience in call center operations, with 5 years in a managerial role.
• Solid understanding of call center business processes.
• Ability to work in a hybrid setup and night shifts is required.

Responsibilities

• Develop and implement strategy and vision for the team.
• Drive team performance and continuous improvement.
• Collaborate with HR and other partners on talent management.

Skills

People management skills

Strong analytical skills

Results orientation

Adaptability

Collaboration

Education

Two years college level education or equivalent work experience

Tools

Microsoft Office

Google Suite

Job description

Summary

To lead a complex, mid to large sized operation (e.g. Anti-Money Laundering, Back Office Processing, Collection, Fraud/Disputes, Servicing, Technical Training and Quality, Workforce Management, Reporting, Analytics & Development Ops) of Capital One Philippines. Responsible for setting and driving strategy, long term vision and goal for the function. Responsible for operational performance of the function, and drive continuous improvements to sustainably meet and exceed targets. Drive team’s performance and build a high performing and engaged team.

General Responsibilities

• Strategy, Vision and Goals: Develop and implement an end state vision, strategy and plans for the sub‑function and build plans to achieve these. Strategy and vision should be balanced across our four strategic pillars of customer, talent, well managed and economics and should operate within business objectives and corporate standards.
• Operational performance: Responsible for overall operational output of the sub‑function. Institutionalize management practices to drive accountability across all layers of the organization, and be able to drive the team to meet and exceed target KPIs.
• Process improvement: Build or support processes and practices to drive continuous improvement in the team. Build a culture of “no problem is a problem” and empower team to find opportunities and elevate to drive improvements, culture where all layers of the team clearly understand goals, what drives the process performance to meet/miss the goal and how to remain focused on critical things.
• People development: Responsible for building a high performing and engaged team. Drive team’s overall performance, leadership across all layers, and overall engagement for the team and function. Understand the concerns associates may have, and work with stakeholders and partner teams to drive solutions.
• Workforce management: Work with HR and other partners on hiring/terminations, performance and talent management, adherence to policies, and administrative decisions.
• Organizational collaboration: Maintains strong and collaborative partnerships across the organization, including HR, Finance, Shared Services, and stakeholders in the US and works collaboratively in all aspects of day to day responsibilities.

Sub‑Functional Leadership (Examples)

• Anti-Money Laundering: Strategize sub‑functional team handling various AML processes, including suspicious activity investigations, global sanctions screening or other AML processes.
• Back Office Processing: Strategize sub‑functional team handling inbound calls to manage and resolve credit bureau score disputes and correspondences.
• Collection: Strategize sub‑functional team handling inbound and outbound calls to manage and resolve delinquent accounts.
• Fraud / Disputes: Strategize sub‑functional team handling inbound and outbound calls to identify, investigate and resolve dispute and fraudulent activities.
• Servicing: Strategize sub‑functional team handling inbound calls to manage and resolve credit card concerns.
• Applications Phone Channel: Strategize sub‑functional team handling inbound calls to provide prime customer experience focusing on risk and regulatory adherence.
• Training: Strategize sub‑functional team planning, delivering, and evaluating technical training requirements.
• Workforce Management: Strategize sub‑functional team handling workforce data and voice, skilling and access support, Integrated Mission Control (IMC), and Workforce Center of Excellence (COE).
• Reporting, Analytics and Development Ops: Strategize sub‑functional team handling Operations reporting, data analysis, and development of data‑based solutions.

Basic Qualifications

• Two (2) years college level education or equivalent work experience.
• Minimum 5 – 7 years working experience in a call center operations environment, with 5 years in a managerial capacity.
• Solid functional understanding of call center business processes, with deep appreciation for meeting customer needs and expectations.
• Strong analytical skills for decision‑making.
• Results orientation with a bias for action, versatility, and adaptability.
• People management skills, including team formation, collaboration, and influencing.
• Amenable to work in a hybrid set up.
• Amenable to work in a night shift schedule.

Preferred Qualifications

• Proficiency in Microsoft Office and Google Suite.
• No agencies please.

Equal Opportunity Employer

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