un it Manager (aml fraud)Capital One

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)
Unit Manager (AML Fraud)
Summary:
● To supervise an Operations sub-function of Capital One Philippines. To implement policies and to identify opportunity areas to ensure sub-functional efficiency. To be responsible for supervising a team of professionals and drive improvements in call skills and customer experience through regular interaction in order to achieve individual and group targets. To maintain partnerships
across the organization to further the sub-function's goals.
General Responsibilities:
1. Operational performance. Provides periodic performance data to the Sr. Unit Manager by analyzing daily, weekly, and monthly performance trends; Inspects data accuracy on team reporting (i.e. DID and HR roster)
2. Process improvement. Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations; Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery
3. People development. Provides sub-functional leadership to a team professionals, including recommendations for hiring/ termination, approval of time records, schedule adherence, deployment, mentoring, performance review, pay recommendations and administrative decisions; regularly conducts focus group discussions on employee concerns
4. Organizational collaboration. Maintains strong and collaborative partnerships across the organization, including HR, Ops Desk, CRE, to positively influence service delivery and customer satisfaction
5. May be assigned / rotated across other related sub-functions including but not limited to sub-functions within Operations:
○ Back Office Processing (Non-Voice Operations): Supervises sub-functional team handling case works to manage and resolve credit bureau scores disputes, anti-money laundering and fraud alerts, and/or specialty operations processes
○ Collections: Supervises sub-functional team handling inbound and outbound calls to manage and resolve delinquent accounts
○ Fraud/ Disputes: Supervises sub-functional team handling inbound and outbound calls to identify, investigate and resolve fraudulent activities in order to address customer's needs and concerns appropriately. Also handles escalated systems issues and calls
○ Servicing: Supervises sub-functional team handling inbound calls to manage and resolve credit card concerns
○ Customer Protection Resolution (CPR): Supervises sub-functional team handling inbound calls from Bank customers to support fraud and claims needs.
○ Ops Desk: Supervises sub-functional team handling workforce and schedule management
○ Training: Supervises sub-functional team planning, delivering, and evaluating technical training requirements
6. Other job-related duties that may be assigned from time to time
Basic Qualifications:
● Two (2) years college level education or equivalent work experience
● 1.5 years 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
NOTES:
Requisition is open under local terms
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.
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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