sr. Process specialistCapital One

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)
Sr. Process Specialist
Job Summary:To assist the Principal Process Specialist in managing the administration of Governance, Analytics and Planning work types such as scheduling, staffing, risk and general tasks of all supported processes and/or Lines of Businesses (LOBs). To partner with Operations and Functional teams through accurate and efficient execution in delivering and supporting overall strategy and key metrics.General Responsibilities:Management Information
Partners with Operations to accurately and efficiently provide operations metrics on management information (MI), staffing and Real Time Adherence (RTA) requirements; Regularly communicates with Operations to ensure support on MI, staffing, and Real Time management support
Analyzes specific Operations departments' performance trends to identify performance gaps and recommend action plans on achieving quality, productivity, and customer service delivery levels
Acts as the point of contact (POC) to liaise with appropriate departments for business continuity, capacity planning, and staffing reporting
Audit and Process Improvement
Leads the periodic review of processes and procedures with relevant stakeholders to identify opportunity areas for operational and financial effectiveness
Initiates the development and periodic review of the Operations Desk Standard Operations (SOP) Manual
Monitors Process Specialists' adherence to department guidelines, compliance regulations, policies and procedures by implementing the audit procedures
Forecasting
Partner with multiple cross-functional stakeholders to support shaping and executing network strategy. Provide key forecasting data insights into typical shifts in call volume, call reason, and handle times and major events, such as conversion of new partners.
Acting as the SME in scope of work, provide inputs and insights to guide important overall supply and demand decisions across multiple queues, segments, and lines of business.
Leveraged as the consultant to the senior leadership in Operations, Finance, and Marketing & Analysis.
Help influence how and when new business intent should be launched to achieve the desired service level to customers.
Present plans, proposals and business reviews to senior leadership
People development (as applicable)
Monitors the Process Specialists' performance by providing regular feedback and coaching sessions to ensure the achievement of productivity, quality, efficiency, and customer satisfaction levels
Recommends hiring/firing, training, performance review, pay administration, and other people-related matters
Plans and to provide guidance on on-going business requirements
Administrative responsibilities
Monitors the actual full-time equivalent (FTE) count vis-à-vis operational / budget FTE count on the respective LOB supported
Ensures documentation of business case to request for additional expenditure approval
May be assigned / rotated to other related sub-functions including but not limited to sub-functions within Governance, Analytics and Planning
Other job-related duties that may be assigned from time to time
Basic Qualifications:
Bachelor's Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering) or equivalent work experience
1.5 years of relevant working experience in a call center environment
Solid functional understanding of call center business processes, with in-depth knowledge of planning, scheduling, and analytical tools and applications
Strong analytical skills for high-volume financial product and call center operations performance management data
Results orientation with a bias for action, versatility, and adaptability
Critical thinking and problem solving skills
Strong communication skills & ability to influence multi-dimensionally
Management mindset with sound judgment
Ability to self-drive and work effectively with others
People management skills, including team formation, collaboration, and influencing (as applicable)
Willing to work in a Night Shift schedule
Willing to work in Alabang
Preferred Qualifications:
Experience in Structured Query Language (SQL) querying and data visualization tools such as Tableau, Google Sheets/Slides, etc. In addition, experience in data analysis, staffing, and workforce management
No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Capital One

Alabang, Muntinlupa City
Permanent
Full-time