Job Summary

To effectively identify, assess, monitor, and mitigate risks within the site consistent with Capital One’s internal controls and policies, specifically on Business Continuity and Information Security risk

Major Responsibilities:

1. Performance of First Line of Defense Assessments on Business Continuity and Information Security

• Conducts periodic controls testing on information security risks
• Performs Business Area Risk Review / Risk Management and Control Framework / Enterprise Risk Self Assessment
• Leads local site audit management for business continuity and information security risks
• Liaises with internal and external auditors to facilitate audit requirements



2. Business Continuity and Information Security Risk and Remediation Monitoring

• Inputs business continuity and information security risk issues and events in GRC
• Identifies potential risk issues and events and reports appropriate ticket for resolution
• Participates in the analysis and resolution of risk issues and controls
• Conducts local site audit remediation
• Maintains inventory of identified risks, controls, and remediation completion



3. Site Risk Management

• Partners and liaises with Risk counterparts and the management team in implementing sustainable policies and compliance control programs for business continuity and information security
• Ensures site awareness of risk management, including but not limited to the following activities:
  - Provides training and assistance to Risk points-of-contact (POCs) and other employees on control procedures
  - Performs periodic testing, control awareness discussions, distribution of control tools (e.g. findings database)
  - Cascades respective risk policies and standards relevant to each function
• Prepares materials for monthly Risk Committee Review meeting



4. May be assigned / rotated across related sub-functions including but not limited to sub-functions within Shared Services

5. All other job-related duties that may be assigned from time to time

JOB SPECIFICATIONS/QUALIFICATIONS:

Educational Background:

• Business or IT graduate

Professional Experience:

• 2- 3 years’ experience in managing business continuity and information security risks in Financial industry

Skills Required:

• Understanding of business continuity and information security risk management framework and techniques
• Strong IT technical skills to understand risk processes and identify appropriate controls
• Effective communication skills to present, negotiate, and influence
• Sound judgment in recommending and implementing resolutions

JOB SUMMARY:

To take inbound calls and/or make outbound calls to handle account-related concerns and recommend optimal solutions within the desired levels of customer service delivery

To deliver new-hire training and operational technical training to associates

MAJOR RESPONSIBILITIES:

1. Account Servicing. Listens attentively to customers in order to address issues / questions responsibly; Updates account information, as requested by the customer; Transfers the customer to the appropriate department, as needed

2. Functional Knowledge. Displays expertise in product and service knowledge; Understands and adheres to company policies and procedures.

3. Training. Completes and passes assessment of the required web-based trainings (WBT) within timelines to prevent potential job risks

4. May be assigned / rotated across sub-functions:

   • Anti-Money Laundering (AML): Supports the AML process through list screening operations (new and existing accounts) which may include suspicious activity investigations and other processes. Also, works closely with AML Unit Managers and AML Process Managers to perform other critical functions. Responsibilities include, but are not limited to:
     - Manage suspicious activity case work in a timely and efficient manner
     - Execute a variety of tasks in support of the conduct of investigations
     - Conduct a first level investigation
     - Summarize in writing, suspicious activity for advanced investigation
     - Escalate cases and issues as appropriate for advanced investigation and analysis
     - Build and maintain awareness of the broader context and implications of the various types of risk affecting the business (e.g. financial, legal, reputation, etc.)
     - Assist with filing of Suspicious Activity Reports (U.S.) and Suspicious Transaction Reports (Canada) in accordance with regulations and time limitations
     

   • Back Office Processing: Handles incoming disputes from customers to resolve issues on credit bureau scores and assist in updating actual information

   • Collections: Handles incoming and outbound calls to provide customers debt information, help resolve delinquent accounts by recommending solutions, and assists customers with other account-related concerns

   • Fraud / Disputes: Handles inbound and outbound calls to identify and investigate possible fraudulent activities, taking actions on securing account protection, and assist customers and merchants in clearing fraud and dispute concerns

   • Servicing: Handles incoming calls to provide customers credit card usage information, verification of payment, online technical support, and assist customers with other account-related concerns

   • Training: Delivers new-hire training and operational training to associates

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

JOB SPECIFICATIONS/QUALIFICATIONS

Educational Background:

• High School Graduate

Professional Experience:

• 1 year of Experience in Banking Industry preferred for AML Sr. Ops Reps

Skills Required:

• Communication skills in delivering appropriate, direct, and straightforward information. Appropriately tailors written and verbal communications.

• Customer orientation in understanding and listening to customer concerns;

• Problem solving skills in recommending solutions to address customer needs and expectations

• Computer-literate

• Strong attention to detail and good judgment

• Requires ability to handle difficult calls and sensitive information

• Team-player

• Willing to be trained

Job Summary

To supervise outsourced staff responsible for the operation, maintenance, improvement and upkeep of facility and equipment; To provide efficient administrative support for the daily operation, maintenance, housekeeping, and scheduling of employee facilities which include but may not be limited to lockers, shuttle services, vending machines, gym, entertainment facility, quiet room, multi-function printers, office supplies, and printing services; To coordinate with outsourced staff of housekeeping and/or canteen concessionaires and ensure compliance to Service Level Agreements (SLAs); To perform department-wide administrative / financial responsibilities such as the processing of purchase orders, managing the petty cash fund, and preparing the monthly business report.

Major Responsibilities:

1. Maintenance of Building, Facilities, and Equipment

• Supervises day-to-day operation of internal and outsourced staff in the maintenance of company building, facilities, and equipment
• Ensures PPM is carried out correctly as scheduled
• Ensures comprehensive documentation on completed job cards and repair history
• Ensures activities are within corporate standards on safety and quality



2. Management of Locker and Padlock Issuance and Employee Clearance

• Issues lockers and padlocks for new hires as endorsed by the training department
• Signs employee clearance form of resigned employees upon verification of ID and padlock turn over
• Handles force opening of employee lockers as per locker management guidelines
• Maintains locker and padlock assignment in master list.



3. Management of Employee Facilities including, but not limited to Shuttle Services, Vending Machines, Gym, Karaoke and Xbox Entertainment Facility, Quiet Room, and Multi-Function Printers

• Ensures 24/7 availability of the facilities and maintains the general cleanliness and upkeep of facilities / equipment
• Monitors employee feedback on the use of the facilities and coordinates with vendor for any requirements/ areas for improvement
• Processes vendors’ monthly billing



4. Coordination with Housekeeping Personnel and Messenger Staff

• Prepares schedule to ensure 24/7 staff availability
• Monitors performance and ensures compliance to SLAs
• Monitors housekeeping materials and consumables



5. Coordination with Canteen Concessionaires and Kiosks

• Coordinates with owners/supervisors regularly to provide feedback on canteen performance and areas for improvement
• Maintains copies of health and safety certifications of canteen staff (outsourced)
• Conducts regular kitchen inspection to ensure compliance with health and safety standards
• Reviews menu list to provide a healthy and balanced menu cycle



6. Management of Office Supplies Request

• Processes requests for office supplies via online system
• Maintains record on request details
• Monitors office supplies’ inventory level and coordinates purchase order with vendor/s



7. Management of Printing Services

• Processes requests for printing, photocopying, laminating, and binding
• Maintains record on request details



8. Coordination with International Courier for Incoming and Outgoing Shipments

9. Logistics Support for Event/Activity Set-up as Requested through Workplace Central

10. Department Administrative / Financial Responsibilities

• Monitors and updates the department budget tracker to ensure appropriate and efficient spending
• Consolidates information from each team to prepare the department’s monthly business report
• Manages the department-wide petty cash fund, including the preparation of periodic reports such as the following: daily balancing of petty cash vouchers vs. cash; bi-monthly petty cash fund liquidation; monthly report
• Preparation of purchase order and checking of billing invoices
• Provides assistance in the filing of Philippine Economic Zone Authority (PEZA) documentation for IT and non-IT fixed assets



11. May be assigned / rotated across related sub-functions including but not limited to sub-functions within Shared Services

12. Other job related duties that may be assigned from time to time

JOB SPECIFICATIONS/QUALIFICATIONS:

Educational Background:

• College graduate

Professional Experience:

• 3 years work experience in related discipline, with 1 year in supervisory role

Skills Required:

• Ability to multi-task
• Detail-oriented
• Ability to take initiative in organizing Customer-orientation for both internal and external customers

Job Summary

To supervise an Operations sub-function of Capital One Philippines. To implement policies and to identify opportunity areas to ensure sub-functional efficiency. To be responsible for supervising a team of professionals and drive improvements in call skills and customer experience through regular interaction in order to achieve individual and group targets. To maintain partnerships across the organization to further the sub-function’s goals.

General Responsibilities:

1. Operational performance

• Provides periodic performance data to the Sr. Unit Manager by analyzing daily, weekly, and monthly performance trends; Inspects data accuracy on team reporting (i.e. DID and HR roster)



2. Process improvement

• Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations; Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery



3. People development

• Provides sub-functional leadership to a team professionals, including recommendations for hiring/ termination, approval of time records, schedule adherence, deployment, mentoring, performance review, pay recommendations and administrative decisions; regularly conducts focus group discussions on employee concerns



4. Organizational collaboration

• Maintains strong and collaborative partnerships across the organization, including HR, Ops Desk, CRE, to positively influence service delivery and customer satisfaction



5. May be assigned / rotated across other related sub-functions including but not limited to sub-functions within Operations:

Back Office Processing (Non-Voice Operations):

• Supervises sub-functional team handling case works to manage and resolve credit bureau scores disputes, anti-money laundering and fraud alerts, and/or specialty operations processes



Collections:

• Supervises sub-functional team handling inbound and outbound calls to manage and resolve delinquent accounts



Fraud/ Disputes:

• Supervises sub-functional team handling inbound and outbound calls to identify, investigate and resolve fraudulent activities in order to address customer’s needs and concerns appropriately. Also handles escalated systems issues and calls



Servicing:

• Supervises sub-functional team handling inbound calls to manage and resolve credit card concerns



Customer Protection Resolution (CPR):

• Supervises sub-functional team handling inbound calls from Bank customers to support fraud and claims needs.



Ops Desk:

• Supervises sub-functional team handling workforce and schedule management

Training:
• Supervises sub-functional team planning, delivering, and evaluating technical training requirements



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

JOB SPECIFICATIONS/QUALIFICATIONS

Basic Qualifications:

• Two (2) years college level education or equivalent work experience
• 1.5 years experience in a call center operations environments
• 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

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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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.

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 RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com

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).

General Responsibilities:

Provides functional support in the assigned sub-function, including but not limited to:

Recruitment:
Perform end-to-end activities in the selection process:

• Conducts phone screening
• Does front desk administration by entering candidate information into
• Workday
• Interviews candidates for entry-level positions
• Administers language and online assessments
• Conducts job offers and handles background checks of candidates

Coordinates with internal stakeholders for recruitment requirements and evaluate the recruitment process

Participates in other sourcing strategies such as joining job fairs and offsite events

Special Projects: Provide logistics/administrative assistance in department or organization wide programs/events

People development: Discusses personal development plan with line manager and provides progress updates periodically for each performance review cycle.

May be assigned / rotated across related sub-functions, including but not limited to sub functions within HR

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

JOB SPECIFICATIONS/QUALIFICATIONS

Basic Qualifications:

• Educational Background: Benefits, Payroll and Timekeeping, Recruitment: At least 2 years of College education (preferred) in Psychology, Business Administration, Marketing, Communication Arts or other related course. HR Help Center and HR Risk: at least high school graduate


• Professional Experience: Benefits and Payroll and Timekeeping: 2 years working experience in respective discipline. Recruitment and HR Help Center: none required. HR Risk: none required, but experience in documents management is an advantage


• Professional Experience: Benefits and Payroll and Timekeeping: 2 years working experience in respective discipline. Recruitment and HR Help Center: none required. HR Risk: none required, but experience in documents management is an advantage

Across all roles:

• Good oral and written communication skills for business correspondences; Analytical skills; Customer focused

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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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.

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 RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com

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).

Job Summary

To assist the Manager/Sr. Manager/Director in Human Resources sub-function (HR Business Partnership).

General Responsibilities:

Manages assigned sub-function (HR Business Partnership)

• Provides strategic support to stakeholders and leaders in assigned lines of business on creation and delivery of key business objectives and overall talent strategy
• Manages talent and performance management processes including talent sessions, goal setting, performance calibrations and performance reviews
• Manages associate movements such as on-cycle promotions, promotable role assignments and lateral movement
• Manages and drives participation to associate surveys and provides results and analysis to leaders
• Analyzes attrition trends and provides reports and analysis to leaders and stakeholders



Stakeholder management. Consults with: (a) lines of business to ensure functional services are aligned with business requirements and corporate policies, (b) US counterparts to ensure outcomes and implementations are aligned with intended plans and design, and (c) third party entities such as vendors, government, etc., if applicable.

Process improvement. Conducts scheduled and random audits to ensure compliance with all applicable corporate and legal laws and regulations.

May be assigned / rotated across related sub-functions, including but not limited to sub functions within HR

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

Basic Qualifications:

• Educational Background: College graduate or with equivalent relevant work experience
• Professional Experience: 5 years working experience in related discipline
• Skills Required: Strategic thinking; Strong stakeholder management, change management and project management skills; Excellent oral and written communication skills; Customer focused; Strong analytical and problem-solving skills; Good judgment and decision-making skills; Ability to influence across all levels; Highly organized and able to work independently; Proficient in Microsoft Office and G Suite applications.

JOB SPECIFICATIONS/QUALIFICATIONS

Preferred Qualifications:

• Preferably graduate of Psychology, Behavioral Science, Business Administration, or other related coursek

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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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.

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 RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com

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).

Job Summary

The Business Continuity Manager will be responsible for anticipating various business interruptions or unpredicted disasters and preparing Capital One Philippines by developing and implementing plans with company leaders in order to minimize the impact of any business disruptions.

General Responsibilities:

1. Implement and align Business Continuity processes with Enterprise Policies and Procedures

2. Design, manage and implement business continuity and crisis management capabilities to ensure that the business can maintain service continuity during operational disruption events

3. Design and implement business continuity plans and ensure they are fit for purpose

4. Collaborate with business functions in completing risk assessments, business impact analysis (BIA) and development of business continuity plans

5. Work with the business to identify and map critical business services

6. Arrange business continuity test exercises for plan execution

7. Increase the level of maturity and provides associate training on business continuity and disaster recovery

8. Anticipate and address unpredictable disasters or interruptions that might occur that could impact the business

9. Implement best practices for disaster recovery processes, build an accountability network, and ensure the security and recovery of business processes

10. Identifies and implements recovery operations and methods to allow the business to function at limited or partial capacity in the event that part or all of the infrastructure is damaged or destroyed

11. Creates and facilitates practice drills for plan execution

12. Performs other related duties as assigned

JOB SPECIFICATIONS/QUALIFICATIONS

Basic Qualifications:

• Bachelor’s Degree or with equivalent work experience in the field
• At least 5 years of relevant work experience in disaster recovery and business recovery and/or certification and training in business management, disaster management, or related fields
• Good understanding of Business Continuity Management processes
• Excellent strategic, problem-solving, and analytical skills
• Ability to think through hypothetical situations and concepts and to identify risks and weaknesses in various business processes
• Excellent communication skills (written and verbal)
• Excellent strategic, problem-solving, and analytical skills
• With continuous improvement mindset
• With great organizational skills, highly organized. Can collate and analyze data/information rigorously
• Collaborative - can successfully work with cross-functional stakeholders toward a common goal
• Can work independently but also strong at working across teams
• Amenable to work in a mid shift schedule
• Amenable to work in a hybrid work set up

Preferred Qualifications:

• With BCM certification from a recognized institution (e.g ISO, BCI Institute)
• Project Management related skills

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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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.

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 RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com

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).

Job Summary

To manage the technical training operations, including analysis, delivery, and evaluation of learning solutions that will enable employees achieve their learning objectives in alignment with the business requirements

Major Responsibilities:

1. Partners with different functional areas to proactively identify training needs, develop, execute and measure learning programs or interventions in accordance with the accepted standards by the business both locally and globally. Provide reports on results of programs/interventions deployed to stakeholders.

2. Manages day-to-day training operations and oversees delivery of training programs for new-hire, nesting and technical operations including monitoring, tracking and reporting of progress and performance on a regular basis

3. Develops team of competent trainers to support the needs of the different lines of business. Works closely with Senior Trainer in identification of employee development plans based on assessment of trainers using various approaches (i.e. instructor observation, class evaluations, feedback analysis and project outcomes).

4. Conducts and records periodic performance reviews of team members, identifies and implements necessary development/improvement plans (i.e coaching, regular feedback, etc).

5. Engages staff by driving participation in corporate sustainability and engagement programs

6. May be assigned/rotated across related sub-functions

7. All other job-related duties that may be assigned from time to time

JOB SPECIFICATIONS/QUALIFICATIONS

Educational Background:

• Bachelor's Degree in any course

Professional Experience:

• At least 3 years experience in a managerial position handling training and development in the BPO, ITE's or Shared Services industry.

Skills required:

• People Development Skills
• Relationship Management
• Strong Critical and Analytical thinking
• Good Decision-Making Skills
• Project Management

Job Summary

To assist the Principal Process Specialist in managing the administration of Ops Desk units such as Real Time, Scheduling, and Management Information Systems (MIS) operations of all supported processes and/or Lines of Businesses (LOBs). To partner with the Operations department through accurate and efficient provision of operations metrics on management information (MI), staffing, and Real Time data.

Major Responsibilities:

1. Management Information

• Partners with Operations to accurately and efficiently provide operations metrics on management information (MI), staffing and Real Time Adherence (RTA) requirements; Regularly communicates with Operations to ensure support on MI, staffing, and Real Time management support
• Analyzes specific Operations departments' performance trends to identify performance gaps and recommend action plans on achieving quality, productivity, and customer service delivery levels
• Acts as the point of contact (POC) to liaise with appropriate departments for business continuity, capacity planning, and staffing reporting.



2. Audit and Process Improvement

• Leads the periodic review of processes and procedures with relevant stakeholders to identify opportunity areas for operational and financial effectiveness
• Initiates the development and periodic review of the Operations Desk Standard Operations (SOP) Manual
• Monitors Process Specialists' adherence to department guidelines, compliance regulations, policies and procedures by implementing the audit procedures



3. People Development

• Monitors the Process Specialists' performance by providing regular feedback and coaching sessions to ensure the achievement of productivity, quality, efficiency, and customer satisfaction levels
• Recommends hiring/firing, training, performance review, pay administration, and other people-related matters
• Motivates Process Specialists to participate in Company events
• Plans and to provide guidance on on-going business requirements



4. Administrative Responsibilities

• Monitors the actual full-time equivalent (FTE) count vis-a-vis operational/budget FTE count on the respective LOB supported
• Ensures documentation of business case to request for additional expenditure approval



5. May be assigned/rotated to other related sub-functions including but not limited to sub-functions within Operations

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

JOB SPECIFICATIONS/QUALIFICATIONS

Educational Background:

• At least college level

Professional Experience:

• 1.5 years of relevant working experience in a call center environment

Skills required:

• Solid functional understanding of call center business processes, with in-depth knowledge of Avaya, Aspect, e-Work Force Management (eWFM), and Microsoft Office programs
• 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
• Good Decision-Making Skills
• People management skills, including team formation, collaboration, and influencing

ELIGIBILITY CRITERIA (for Internal Candidates)

• Associate must have at least a “Strong” performance rating
• Associate has been in his/her current role for a minimum of one year
• Associate is not actively on any type of a performance improvement plan
• Associate must not have any written warning corrective action and up in any stage of the application process
• Open for Coordinator to Sr. Associate level

NOTES:

• Completion of internal questionnaire is required to proceed
• Attach your resume on Workday before submitting your application. You may also submit your resume directly to the Hiring Manager prior to your interview.

Job Summary

Assist, manage and help ensure day-to-day operations, meet standards and achieve goals in assigned functional area of Human Resources

General Responsibilities: Towards Rewards

• Create and process Payroll Credit requests for site awards (ex: COTG, Site awards, R&R, and others) in accordance with PCRF and award guidelines
• Validate and approve Site PCRFs such as LOB R&R, NRRF, Queue Allowances, Completion Bonus, and endorse for approval to Finance and processing to Payroll
• Monitor R&R Bi-weekly PCRF reminders, track submissions, provide MOR R&R Data request
• Process Service Awards validation for Payroll (Tenure Based Award Incentive), printing of letters, procurement intake, congratulatory email notification to associates as well as releasing schedule of plaques, coordination of sorting/inventory of plaques with WPS
• Collaborate with HRHC for job description audit and update in Workday; Create and update job description in Workday
• Perform validation and preparation of nominations/deck for Alabang Applause and ROLE (google forms, request validation from AR, and consolidating final list of winners)
• Collaborate with Comms Team for actual COTG events/celebration
• Other administrative tasks: Request additional PTO and L&D course for promotion, Procurement Intake, Purchase Order, Monitoring, Inventory, Releasing of raffle items, materials, etc. for Total Rewards Activities
• Conduct R&R PCRF Refresher, Total Rewards ICON and host Be Well webinars

JOB SPECIFICATIONS/QUALIFICATIONS

Basic Qualifications:

Educational Background:

• Preferably College Degree
• At least 2 years related HR work experience

Preferred Qualifications:

• Analytical Thinking
• Proficiency in Excel
• Time Management Skills
• Results-focus and Detail-oriented
• Strong collaboration and customer-orientation for both external and external customers
• Flexibility in handling various tasks assigned

Job Summary

To assist the Principal HR Specialist/Sr. Specialist/Principal Recruiter in an assigned Human Resource sub-function such as Benefits, HR Help Center, Payroll and Timekeeping, Recruitment and HR Risk Management

General Responsibilities:

   Provides functional support in the assigned sub-function, including but not limited to:

Benetifs:

• Provides timely computation of employee benefits (e.g. health and welfare plans, government benefits, company benefits) for payout to associate
• Resolves associate concerns on benefits items in a timely manner through thorough research and investigation
• Coordinates with external parties such as HMO company and government agencies for efficient benefit delivery such as enrollment, changes in membership and termination
• Supports Clinic management and processes (Medicine & supplies management, Health Management Bulletin preparation, Occupational permit and Health Certificate processing, and Clinic & staff schedule and requirements)

   Special Projects: Provide logistics/administrative assistance in department or organizationwide programs/events

   People development: Discusses personal development plan with line manager and provides progress updates periodically for each performance review cycle.

   May be assigned / rotated across related sub-functions, including but not limited to subfunctions within HR

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

JOB SPECIFICATIONS/QUALIFICATIONS

Basic Qualifications:

• Educational Background: Benefits, Payroll and Timekeeping, Recruitment: At least 2 years of College education (preferred) in Psychology, Business Administration, Marketing, Communication Arts or other related course. HR Help Center and HR Risk: at least high school graduate
• Professional Experience: Benefits and Payroll and Timekeeping: 2 years working experience in respective discipline. Recruitment and HR Help Center: none required. HR Risk: none required, but experience in documents management is an advantage
• Skills Required: Benefits: Knowledge in Philippine Government Benefits Laws and Regulations Payroll and Timekeeping: Demonstrated ability in payroll processing, extensive knowledge and use of computer and spreadsheet programs, numerical ability and data entry skills, understanding of general ledger entries HR Risk: Fundamental knowledge in using Google Sheets or similar spreadsheet applications, organizational skills

Across all roles:

Good oral and written communication skills for business correspondences; Analytical skills; Customer focused

Job Summary

To assist the Principal Process Specialist in managing the administration of Reporting, Analytics and DevOps units such as Real Time, Scheduling, and Management Information System (MIS) operations of all supported processes and/or Lines of Businesses (LOBs). To partner with the Operations department through accurate and efficient provision of operations metrics on management information (MI), staffing, and Real Time data.

Major Responsibilities:

1. Management Information

• Partners with Operations to accurately and efficiently provide operations metrics on management information (MI), staffing and Real Time Adherence (RTA) requirements; Regularly communicates with Operations to ensure support on MI, staffing, and Real Time management support
• Analyzes specific Operations departments’ performance trends to identify performance gaps and recommend action plans on achieving quality, productivity, and customer service delivery levels
• Acts as the point of contact (POC) to liaise with appropriate departments for business continuity, capacity planning, and staffing reporting



2. Audit and Process Improvement

• Leads the periodic review of processes and procedures with relevant stakeholders to identify opportunity areas for operational and financial effectiveness
• Initiates the development and periodic review of the Operations Desk Standard Operations(SOP) Manual
• Monitors Process Specialists’ adherence to department guidelines, compliance regulations, policies and procedures by implementing the audit procedures



3. People development

• Monitors the Process Specialists’ performance by providing regular feedback and coaching sessions to ensure the achievement of productivity, quality, efficiency, and customer satisfaction levels
• Recommends hiring/firing, training, performance review, pay administration, and other people-related matters
• Motivates Process Specialists to participate in Company events ∙ plans and to provide guidance on on-going business requirements



4. People development

• Monitors the actual full-time equivalent (FTE) count vis-à-vis operational / budget FTE count on the respective LOB supported
• Ensures documentation of business case to request for additional expenditure approval



5. May be assigned / rotated to other related sub-functions including but not limited to sub-functions within Operations

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

JOB SPECIFICATIONS/QUALIFICATIONS

Educational Background:

• College graduate of a Statistics, Business, or related degree

Professional Experience:

• 1.5 years of relevant working experience in a call center environment

Skills required:

• Solid functional understanding of call center business processes, with in-depth knowledge of Amazon Connect/OneComm metrics, SAGE Data, CEMP data, SQL(Structured Query Language) and usage of BI tools (Tableau / Amazon Quicksight)
• 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

Job Summary

To provide technical assistance by answering questions and resolving problems on the organization’s computer hardware, system software, applications software and all other computer related problems. Lead IT project tasks.

Major Responsibilities:

1. Resolves assigned tickets / workorders within defined SLA and ensure that ticket is classified as per standard and resolution is documented clearly.

2. Performs activities for seamless installation, move or change as required by ticket / work order or a project.

3. Provides IT support to events like town hall etc. which require presence of field services.

4. Updates IT asset inventory with any changes made due to a ticket or work order. Ensure any IT asset issued to user is updated in inventory with required specific details.

5. Conducts regular asset maintenance as pre-defined in support documents.

6. Timely update the Kiosk machines with mandatory patches.

7. Tests and provide results for new packages or patches as required.

8. Conducts training to colleagues, customers or newly hired IT coordinator.

9. Creates, update process & support documentation with precise and concise language.

10. Able to lead a predefined project with timely completion.

11. Effectively manage and build relationship with key stake holders and customers.

12. Performs analysis on provided data to extract crux of data.

13. Prepares reports and customize based on the target audience for effective delivery of information. Shall be able to effectively present the information with the aid of reports / data.

14. Monitors the queue for Incident or work orders and assign to available resources. Manages equal distribution of workload within the team. Ensure closure of tickets / work order within defined SLA.

15. Performs frequent quality check on tickets / workorders or any other task completed by the team. Results of quality checks shall be recorded and tracked for feedback and service improvement.

16. May be assigned / rotated across other related sub-functions in IT.

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

18. Flexible with all shifts as we provide support 24/7.

JOB SPECIFICATIONS/QUALIFICATIONS

Educational Background:

• College graduate, preferably IT, Computer Science or Engineering degree

Professional Experience:

• 3 years working experience in related discipline

Skills Required:

• Microsoft Certification (MSCE) is an advantage
• Good hardware knowledge
• Excellent troubleshooting skills
• Good knowledge on Project Mgmt.
• Effective time management.
• Good analytical ability.
• Knowledge on ITIL foundation and certification is an advantage.
• Good written and verbal English communication skills.
• Good presentation skills

Job Summary

To assist the Principal HR Specialist, may supervise HR Coordinators, manage and ensure day-to-day operations meet standards and achieve goals in the assigned functional area of Human Resources (such as Associate Relations, Benefits, HR Help Center, Payroll, Recruitment, Timekeeping, and Risk).

General Responsibilities:

1. Provides functional support in the assigned sub-function, including but not limited to:

   Associate Relations

• Oversees day to day management of Associate Relations (AR) administration processes
• Supervises and accounts daily case management included but not limited to AR-related cases, inquiries and notifications
• Liaises with associates on AR related inquiries and ensures that inquiries are responded timely and logged accurately
• Prepares AR documentation and AR-related reports for audit, and must be submitted on designated time
• Analyzes data - case trends, AR-related monitoring, etc
• End to end handling of AR-related tasks
• Conducts Learning Session, New Hire Orientation and People Manager Onboarding
• Serves as an AR partner to other stakeholders
• Conflict resolution and mediation



2. May be assigned / rotated across related sub-functions, including but not limited to sub-functions within HR

3. All other job-related duties that may be assigned from time to time

JOB SPECIFICATIONS/QUALIFICATIONS

Basic Qualifications:

• College graduate or 10 years equivalent work experience
• Amenable to work in Alabang
• Amenable to work in a Mid Shift/Flexible schedule

Skills Required:

• Associate Relations: Knowledge in Philippine labor laws and regulations, strong case management experience, project management and process improvement
• All roles: Excellent oral and written communication skills, analytical skills, customer focus

Preferred Qualifications:

• Preferably graduate of Psychology, Business Administration, Marketing, Communication Arts or other related course