Capital One

Issues credit cards and runs a consumer bank

Unit Manager - Operations, Anti-Money Laundering

Financial Crime & AMLConfirmed live in the last 24 hours

Full-timeMuntinlupa, Metro Manila, PhilippinesNo salary listedIn-person

About the Job

Requirements

At least two years of supervisory or team leader experience in anti-money laundering, transaction monitoring operations, or fraud investigations in the banking or IT-BPM industry.
Two years of college-level education or equivalent work experience.
At least 18 months of experience in a call center operations environment.
Knowledge of call center business processes.
Analytical skills for decision-making and performance evaluation.
Written and verbal communication skills for business correspondence.
People management skills, including team coaching and collaboration.
Proficiency in Microsoft Office and Google Suite applications.
For an internal job posting applicant, a recent rating of at least “Strong” or above; at least six months in the current position; no active performance improvement plan; no written warning corrective action during any stage of the application process; and meeting all minimum requirements and basic qualifications.
Candidates must have appropriate paperwork to work in the Philippines.
Completion of the internal questionnaire is required to proceed.
Applicants must upload a resume in Workday before submitting the application.

Responsibilities

Supervise a team of professionals handling consultations, inbound and outbound work, cases, chat, escalations, and investigations to improve required skills and customer experience through regular interactions and achieve individual and group targets.
Drive team performance, skills improvement, and effective adoption of technological tools such as generative artificial intelligence to promote customer and business outcomes while maintaining organizational partnerships.
Provide sub-functional leadership to a team of associates, including hiring, coaching, mentoring, and talent development.
Conduct scheduled and random audits to ensure compliance with applicable laws and regulations, and escalate or mitigate issues as necessary.
Uphold the company’s mission and vision, advocate for customers and teams, and help them navigate change.
Conduct periodic performance reviews for the Senior Unit Manager and above by analyzing performance and business trends and results.
Identify improvement opportunities and implement strategies with stakeholders to improve processes and customer service delivery, including researching, piloting, and integrating technological solutions such as generative artificial intelligence when applicable.
Maintain collaborative partnerships across Workforce, Operations, Enterprise Operations, Operations Support, and Functional Support to improve service delivery and customer satisfaction.
Perform people-leader operational tasks, including volume projection, capacity planning, approval of time records, schedule adherence, associate movements, and regularization; inspect accuracy of team reporting, including DID and HR roster.
Perform other job-related duties as assigned.

Desired Qualifications

Two years of leadership-role experience in the BPO industry.
Certified Anti-Money Laundering Specialist (CAMS).

Alabang (96050), Philippines, Muntinlupa City, National Capital RegionUnit Manager, Operations (AML)

Summary:

To supervise a team of professionals (handling consults, inbound, outbound, case, chat, escalations and investigations) to drive improvements in required skills and customer experience through regular interactions in order to achieve individual and group targets in an Operations sub-function of Capital One Philippines. Responsible for driving performance, skills improvement, and the effective adoption of new technological tools (e.g., Generative AI) to promote customer and business outcomes while maintaining partnerships across the organization.

General Responsibilities:

People development. Provides sub-functional leadership to a team of associates, including hiring, coaching, mentoring, and talent development
Risk Management. Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations and escalate/mitigate as necessary
Ambassador of Culture and Values. Upholding the company’s mission and vision by embodying excellence and doing the right thing; Advocate for customers and teams by helping them navigate through change
Operational Performance. Provides and conducts periodic performance review to the Sr. Unit Manager and up by analyzing performance/business trends and results
Process Improvement. Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery, including researching, piloting, and integrating new technological solutions such as Generative AI to optimize operations, as applicable.
Organizational Collaboration. Maintains strong and collaborative partnerships across the organization, including Workforce, Operations, Enterprise Operations, Operations Support and Functional Support to positively influence service delivery and customer satisfaction
Operational Routines. Delivers people leader-related tasks such as but not limited to volume projection, capacity planning, approval of time records, schedule adherence, associate movements, regularization, etc; Inspects data accuracy on team reporting (i.e. DID, HR roster, etc)
Other job-related duties that may be assigned from time to time

Basic Qualifications:

●Minimum 2 years of Supervisory/Team Leader experience in AML, Transaction Monitoring Operations, or Fraud Investigations in the Banking/IT-BPM industry

● Two (2) years college level education or equivalent work experience

● Total of 18 months of 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

Preferred Qualification:

● Two (2) years of leadership role experience in BPO industry

●Certified Anti-Money Laundering Specialist (CAMS)

Eligibility Criteria for IJP:

Associate must have a recent rating of at least a “Strong” or above
Associate’s current time in position, as noted on Workday is greater than or equal to 6 months
Associate is not actively on any type of a Performance Improvement Plan (PIP)
Associate must not have any written warning corrective action and up in any stage of the application process
Associate must meet all minimum requirements and Basic Qualifications (BQs) of the job, as outlined in the internal job posting

NOTES:

Promotion through IJP is only up to Senior Associate level for Operations Groups
Requisition open under local terms
Candidate must have appropriate paperwork to work in the Philippines
Completion of internal questionnaire is required to proceed
Don't forget to upload your resume in Workday before submitting your application. Incomplete application may delay in processing.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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 [email protected]. 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 [email protected]

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).

About the Company

Capital One

Issues credit cards and runs a consumer bank

Capital One runs a consumer and commercial bank that issues credit cards, takes deposits, and finances cars and businesses. Its Venture travel cards and Quicksilver cash-back cards let customers earn rewards on everyday spending, while its online banking tools manage payments and savings. Customers use checking and savings accounts through an app, branches, and cash machines, and commercial clients use treasury tools to manage company cash. The bank earns interest on loans and fees from banking and card transactions, with customer deposits helping fund its lending operations. Capital One was founded in 1994 and has its headquarters in McLean, Virginia.

Company size: 10,001+
Company stage: IPO
Headquarters: McLean, VA
Founded: 1994

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