Sr. Process Specialist

8 hours ago

Ayala Alabang, National Capital Region, Philippines Capital One Financial Corporation Full time ₱900,000 - ₱1,200,000 per year
Alabang , Philippines, Muntinlupa City, National Capital Region (Manila)

Sr. Process Specialist - Reporting, Analytics and Development Operations

Summary
  • To assist the Principal Process Specialist in managing the administration of Reporting, Analytics (including Forecasting) and Development Operations (Devops) work types such as reports, scorecards, analysis, tool development, and other supported tasks and processes. To partner with Operations and Functional teams through accurate and efficient execution of delivering and supporting overall strategy and performance
General Responsibilities

Supervises a team or manages assigned sub-function, including but not limited to:
  • Reporting
    • Accurately create business reports that provide insight into key data points, trends and changes
    • Maintain reporting user interface and backend database and perform updates as necessary
    • Regularly examine and audit data reports to locate and resolve errors to ensure accuracy
    • Support various groups in both Operations and Functional teams across the organization
    • Ensure reporting processes are documented appropriately to mitigate risk
    • Lead the periodic review of processes and procedures with relevant stakeholders to identify opportunity areas for improvement
  • Reporting: Scorecard and Performance Management Support
    • Prepare associate scorecard and rankings for Operations on a monthly basis or as needed
    • Maintain scorecard database and perform updates as necessary to ensure accuracy
    • Regularly review metrics and weights to ensure scorecards are updated with evolving business needs
    • Create periodic analysis on associate performance distribution across groups
    • Partner with HR to produce mid and end of year performance rankings for all LOBs
    • Serve as the primary point of contact for scorecard creation and questions for Operations
    • Present recommendations supported by data and analysis to local and senior leadership
    • Ensure scorecard processes are documented appropriately to mitigate risk and ensure compliance
  • Analytics
    • Gather and analyze data on business and performance metrics
    • Identify key insights through analytical processes and problem solving in partnership with customers
    • and stakeholders across different teams within the organization
    • Ability to structure problem statements and develop solutions with analytical capabilities
    • Drive broader projects and initiatives beyond the direct team
    • Present recommendations supported by data and analysis to local and senior leadership
  • Forecasting
    • Partner with cross-functional stakeholders to support shaping and executing network strategy
    • Provide key data insights into typical shifts in call data and major events (i.e. new partner conversion)
    • 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 and Functional groups
    • Help influence how and when new business intent should be launched to achieve desired outcomes
    • Present plans, proposals and business reviews to senior leadership
  • Development Operations (Devops)
    • Design, implement and maintain processes and tools which covers areas such as automation, database creation, user interface, and performance monitoring
    • Generate innovative ideas, develop proof-of-concepts and rapid prototypes in partnership with customers and stakeholders
    • Conduct quality assurance checks on data accuracy and/or tool functionality on a consistent basis
    • Identify opportunities for process improvement and offer solutions
    • Ability to clearly articulate complex concepts and technologies to a non-technical audience
    • Direct and implement all aspects of DevOps-related projects and initiatives
    • Present plans, proposals and business reviews to senior leadership
  • People development (as applicable)
    • Monitors direct report performance to ensure the achievement of desired productivity, quality, efficiency, and customer satisfaction levels
    • Provides individual career development coaching to team, including relay of feedback, support for continuing education training, as well as manifestation of desired competencies, behavior, and values
  • May be assigned / rotated to other related sub-functions including but not limited to sub-functions within Reporting, Analytics (including Forecasting), and Devops
  • 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 an emphasis for action, versatility, and adaptability
  • Critical thinking and problem solving skills
  • Strong communication skills
  • 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)
Preferred Qualifications
  • Experience in Structured Query Language (SQL) querying and other programming languages such as but not limited to Python, etc.
  • Experience in data visualization tools such as but not limited to Tableau, Google Sheets/Slides, etc.
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:
  • Open to Associates & Sr. Associates only
  • 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 ; 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 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).

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