Unit Manager, Operations (AML)
Core
Supervise a team of professionals handling consults, inbound/outbound calls, cases, chats, escalations, and investigations to drive performance, skills improvement, and customer experience in AML operations.
Role type
Senior IC Unit Manager (AML Operations)
Builds
Operational performance and compliance outcomes for Capital One Philippines
Domain
Banking / Anti-Money Laundering (AML) / Call Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, AML/Transaction Monitoring/Fraud Investigations knowledge, Call center operations management, Performance analysis, Process improvement, Microsoft Office/Google Suite proficiency
Preferred skills
BPO industry leadership experience, CAMS certification
Responsibilities
Hiring, coaching, and mentoring team members; Conducting scheduled and random audits for compliance; Analyzing performance trends and conducting periodic reviews; Identifying and implementing process improvement strategies including AI integration; Managing capacity planning, volume projection, and schedule adherence.
Seniority
Senior, hands-on IC