Process Specialist - Mission Control

Posted 15 Days Ago
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City of Muntinlupa, Southern Manila District, National Capital Region
Hybrid
Junior
Fintech • Machine Learning • Payments • Software • Financial Services
Change everything. Starting with your career.
The Role
Support network through real-time monitoring of trends, volumes, files, and transactions, activate appropriate levers, ensure business processes meet customer needs. Monitor critical metrics, trigger escalations, prepare reports, analyze performance issues, collaborate with global teams. Act as point of contact for technical difficulties, track incidents, manage bridge lines. Perform audits, manage handoff emails, support other work towers, maintain process documentation and governance.
Summary Generated by Built In

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)
Process Specialist - Mission Control
Summary:
To support the network through real-time monitoring of trends, volumes, file and transactions, and react by activating the appropriate levers. Ensure all business processes are working as designed to meet customers and stakeholders' needs.
General Responsibilities:
Real Time Monitoring and Management

  • Monitor all daily critical metrics and trigger escalation procedures when thresholds are reached to ensure operational goals are met
  • Stay on top of email and chat engagements, including other public channels the team is manning
  • Maintain daily dashboards, prepare and send daily reports
  • Conduct analysis and recommend solutions to real time performance issues
  • Partner with global teams to ensure appropriate support and health of the network


Incident Management

  • Act as point of contact for operations to convey technical difficulties and servicing challenges
  • Be a liaison for resolvers to collect and validate information needed for troubleshooting
  • Monitor and track reported incidents, perform reviews and provide reports to close the loop
  • Manage bridge lines, including sending of communications to stakeholders to drive awareness at every stage of an incident
  • Ensures all outstanding issues are escalated and resolved timely and accurately


Administrative

  • Perform audits, reviews and care for internal summary emails
  • Manage Handoff emails, Event monitoring (eg weather, civil), leadership ad hoc and asks
  • Support or rotate to other work towers as needed
  • Maintain Process documentation and governance
  • Autonomously prioritize assigned tasks as necessary
  • Identify process improvements and make recommendations to drive these to implementation


Basic Qualifications:

  • Educational Background: College level or equivalent work experience
  • 1.5 years of relevant process management or working experience in a call center environment
  • Proficiency in Google Suite or Microsoft Office with strong Google Sheets/MS Excel skills
  • Strong analytical and organization skills
  • Creative decision making, able to think outside-the-box real-time as data/information are made available
  • Proven ability to work in a fast-paced, iterative cycle with multiple deliverables under schedule deadlines
  • Strong communication skills with the ability convey technical concepts in an easy to understand manner
  • Strong attention to detail and a sense of urgency in escalating and resolving outstanding issues
  • Can work effectively both in a team environment or independently


Preferred Qualifications:

  • Applies sound business Judgment to execution, customer-first mentality
  • Strong collaborative drive with the ability to influence the course of the conversation as needed
  • Methodical, procedural and able to work through challenges in the 'gray'
  • Calm under pressure, maintains a positive approach specially during discovery/troubleshooting stages
  • Highly proficient in both verbal and written communication, able to effectively liaise between different parties
  • Has a strong sense of continuity and able to 'fill' the events of the day, asks questions if uncertainties are present
  • Able to self-direct, good work ethic, can operate with minimal supervision


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 (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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 [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).

Top Skills

Google Sheets
Excel

What the Team is Saying

Ryan Page
Kristen Cornelsen
Natalia Bachmann
The Company
HQ: McLean, VA
55,000 Employees
Hybrid Workplace
Year Founded: 1994

What We Do

At Capital One, we think and work like a tech company, using our digital fluency to transform everything about the customer experience. We’re bending data to our will, and turning a stodgy industry on its head. That’s reflected in our ranking as the number one business technology innovator in the U.S. in the 2016 InformationWeek Elite 100.

Why Work With Us

Here’s another question: What are you looking for? A place where curiosity is the starting point? Where data leads to human insights? Where humanity drives product development? We’re bringing breakthrough products and services to consumers, small businesses, and commercial clients. And each new idea makes life better for millions of people.

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