Senior Manager, Commercial Banking Operations

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

Senior Manager, Commercial Banking Operations

As part of our Commercial Banking operations team in Capital One Philippines, we work with commercial clients, which are defined as businesses that earn revenue over $10MM USD a year, to engage on all their servicing needs. Our associates are on the frontline, delivering on our commitment to provide an exceptional client experience.

At the Sr. Manager level, you will lead teams in a dynamic, fast-paced environment. You will provide direction and coaching to your teams to bring out the best in each individual. You will be required to balance risk to Capital One while delivering an industry leading experience to clients.

General Responsibilities :

Leverage knowledge of Commercial products, process, operations, risk and technology to help your teams think and act differently when solving client concerns across Client Servicing Operations, Treasury Management, Loan Operations and other areas.

People Leadership

• This role will have direct accountability for managers and associates across geographies / time zones
• Empower, develop, coach, and recognize team to reach personal, professional, and team goals
• Stay connected and aware of team performance as it relates to people leadership, inclusion and engagement

Client Experience

• Balancing people / process / risk decisions with impact to the client experience will be a critical success factor. The ideal candidate consistently utilizes design thinking in decision-making and regularly evaluates/strengthens how we measure the client experience
• Ability to identify customer pain points and work with team and/or partners to find solutions
• Serves internal and external clients to resolve customer issues and escalations
• Ensures all service requests are processed per Service Level Agreements

Process Management

• Understand and own the client experience with process updates and changes
• Analyze operations data and prepare reports for senior leadership
• Understand process performance through an overtime view of metrics and key result indicators
• Learn and apply industry knowledge to improve our process
• Lead direct reports in creating a culture focused on daily, weekly and monthly performance
• Independently make connections to vision and create grounded recommendations

Project Management

• Work backwards from a 6-12 month destination when serving as customers for strategic and improvement projects
• Proactively provide clear, succinct updates to problems and progress using facts and data
• Keep internal and external stakeholders (client, sales, service, operations, product) informed of status, risk and issues to delivery

Risk Management

• When complaints, problems and/or issues arise, work with partners driving to root cause and identifying sustainable, repeatable solutions
• Supports audits and examinations in the Commercial Banking area
• Responsible for the upkeep and maintenance of policy and procedures
• Working knowledge and tracking of top controls, risks and events/issues

Desired Attributes and Skills :

To be successful in the role, associates should exhibit the following:

• Exceptional people leaders who embrace diversity and inclusion and who can lead transformational change
• Passionate about both delivering a great client experience
• Forward leaning into technology, automation, and emerging financial products
• Fluid in adapting to and embracing change for themselves and with others
• Intellectually curious, inquisitive, and open minded
• Integrated thinkers and creative problem solvers with impeccable judgment
• Exceptional and confident communicators, negotiators, and influencers
• Tenacious in pursuing and achieving their goals and objectives
• Motivated to achieve results through teamwork and collaboration
• Proactive about their own development and learning with an optimistic, growth mindset

Basic Qualifications :

• Bachelors' degree or equivalent working experience
• At least 5 years of experience in Commercial Banking operations
• At least 5 years of experience in client services, business process management or project management
• Willing to work in Alabang as needed; Predominantly Work from Home
• Willing to work in a Night Shift schedule

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 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).