Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)

　　Principal Process Specialist (RAD)

　　Summary:

　　To manage the administration Ops Desk units such as Real Time, Scheduling, and Management Information System (MIS) operations of all supported processes and/or Lines of Businesses (LOBs). To analyze Operations’ performance trends to ensure quality and productivity is at optimal levels, aligned with business objectives and corporate standards.

　　General Responsibilities:

　　Management Information

　　Reviews the performance data of each Ops desk unit to ensure the accuracy, quality, and timeliness of deliverables of the respective departments

　　Analyzes department and site-wide performance trends to identify performance gaps and recommend action plans on achieving quality, productivity, and customer service delivery levels

　　Ensures an effective and appropriate data analysis and reporting information required for business decisions

　　Audit and Process Improvement

　　Monitors Ops desk units’ adherence to department guidelines, compliance regulations, policies and procedures by implementing the audit procedures

　　Supervises the Sr. Process Specialist’s periodic review of processes and procedures to ensure that improvements are implemented and communicated effectively

　　Guides the development and periodic review of the Operations Desk Standard Operations(SOP) Manual

　　People development

　　Initiates people-related recommendations on hiring/firing, performance review, pay administration, and other administrative matters

　　Regularly verifies the Sr. Process Specialists’ alignment with the coaching model in providing process improvement feedback to Process Specialists

　　Ensures regular training and development of Sr. Process Specialists and Process Specialists to prepare succession planning for the team

　　Partners with HR to implement recruitment plans and to provide guidance on on-going business requirements

　　Administrative responsibilities

　　Monitors the team’s operational budget for headcount, staff amenities, and administrative requirements

　　Ensures documentation of business case to request for additional expenditure approval

　　May be assigned / rotated to other related sub-functions

　　Other job-related duties that may be assigned from time to time

　　Basic Qualifications:

　　Educational Background: College graduate of a Statistics, Business, or related degree

　　Professional Experience: 3 years working experience in a call center workforce environment, preferably with forecasting and scheduling experience

　　Skills Required:

　　Solid functional understanding of call center business processes, with in-depth knowledge of e-Work Force Management (eWFM) systems, Aspect, Real Time Adherence (RTA), and CMS

　　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

　　People management skills, including team formation, collaboration, and influencing

　　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 (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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).