Sr. Manager, Operations (Card Servicing)

About the role

We are looking for a Senior Manager to lead the Card Servicing operations for Capital One Philippines. The role oversees a complex, mid‑to‑large sized operation covering areas such as anti‑money laundering, back‑office processing, collections, fraud and disputes, and workforce management.

Key responsibilities

• Define and execute the long‑term vision, strategy and goals for the sub‑function, aligning with Capital One’s four strategic pillars.
• Own overall operational performance, ensuring KPIs are met or exceeded and driving accountability across all levels.
• Lead continuous‑improvement initiatives, fostering a culture where problems are identified early and solutions are escalated.
• Build and nurture a high‑performing, engaged team; manage hiring, performance, talent development and employee relations in partnership with HR.
• Collaborate with internal partners such as Finance, Shared Services, and US stakeholders to ensure seamless day‑to‑day operations.
• Rotate across related sub‑functions (AML, back‑office processing, collections, fraud/disputes) to provide strategic direction and oversight.

Required profile

• Proven experience leading large operational teams in a financial services environment.
• Strong track record of setting strategy, driving performance and delivering measurable improvements.
• Excellent stakeholder management skills with the ability to influence across functions and geographies.
• Demonstrated ability to develop talent, improve engagement and manage change.

Required skills

• Operational strategy development
• KPI management and performance analytics
• Process improvement methodologies
• Team leadership and talent development