Client Operations Director

4 days ago


Taguig, National Capital Region, Philippines Capital One Full time
About the Role

We are seeking a highly skilled and experienced Client Operations Director to lead our Commercial Client Operations team at Capital One Philippines. The successful candidate will be responsible for supervising a team of professionals and driving improvements in call skills and customer experience.

The Commercial Client Operations (CCO) plays a crucial role in providing exceptional services to our Commercial Banking clients, fulfilling client requests through email or voice channels within prescribed timelines. This includes general servicing, account inquiries, and maintenance, as well as change-in signers and further account research.

Key Responsibilities
  • Team Leadership: 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.
  • Customer Advocacy: Advocate for customers and teams by helping them navigate through change.
  • Operational Performance: Analyzes performance/business trends and results to identify opportunities for improvement and implement strategies to enhance customer service delivery.


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