Capital One · Bengaluru
Other
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
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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).