As a Principal Risk Specialist, Control Testing, you will effectively identify, assess, monitor, and mitigate risks within the site consistent with Capital One’s internal controls and policies.

General Responsibilities:

• Performance of First Line of Defense Assessments
• Conducts periodic controls testing
• Performs Business Area Risk Review / Risk Management and Control Framework / Enterprise Risk Self-Assessment
• Leads local site audit management
• Liaises with internal and external auditors to facilitate audit requirements

• Risk and Remediation Monitoring
• Inputs 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

• Site Risk Management
• Partners and liaises with Risk counterparts and the management team in implementing sustainable policies and compliance control programs
• Ensures site awareness of risk management, including providing 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
• Cascades respective risk policies and standards relevant to each function
• Prepares materials for monthly Risk Committee Review meeting

Basic Qualifications:

• Educational Background: Business graduate, preferably with Accounting units
• Professional Experience: 3-5 years’ experience in managing risk and internal controls in Financial industry; Certified internal Auditor
• Skills Required:
• Understanding of operational risk management framework and techniques;
• Strong analytical skills to understand risk processes and identify appropriate controls;
• Effective communication skills to present, negotiate, and influence;
• Sound judgment in recommending and implementing resolutions;

Other Requirements:

• Amenable to working a midshift schedule in a hybrid setup

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As a Sr. Associate, Associate Relations, you will assist the Principal HR Specialist and may supervise HR Coordinators to manage and ensure day-to-day operations meet standards and achieve goals in the assigned functional area of Human Resources, specifically in Associate Relations.

General Responsibilities:

• Oversees day-to-day management of Associate Relations administration processes
• Supervises and accounts for daily case management, including AR-related cases, inquiries, and notifications
• Liaises with associates on AR-related inquiries and ensures timely responses and accurate logging
• Prepares AR documentation and reports for audit
• Analyzes data, such as case trends and AR-related monitoring
• End-to-end handling of AR-related tasks
• Conducts Learning Sessions, New Hire Orientation, and People Manager Onboarding
• Serves as an AR partner to other stakeholders
• Conflict resolution and mediation

People Management:

• Ensures individual and team productivity targets are achieved through periodic reviews and adjustments
• Provides individual career development coaching to team members

Basic Qualifications:

• College graduate or equivalent work experience
• 3 years of working experience in a related discipline, with 1 year in a supervisory role
• Knowledge of Philippine labor laws and regulations
• Strong case management experience
• Project management and process improvement skills
• Excellent oral and written communication skills
• Analytical skills and customer focus
• Amenable to working in a hybrid setup on a mid-shift schedule

Preferred Qualifications:

• Graduate of Psychology, Business Administration, Marketing, Communication Arts, or a related course

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This role involves overseeing day-to-day operations, providing strategic direction to BPO partners, and ensuring seamless support for customers and supply partners.

General Responsibilities:

• Operations Management: Direct and oversee the day-to-day operations of the Reservation Support call center function, ensuring consistent service delivery for inbound calls and emails from partners as well as customer follow-ups.
• BPO Partner Oversight: Provide clear operational direction to BPO partners, managing performance metrics and tracking key KPIs to ensure quality and efficiency.
• Partner Support: Act as the primary point of contact for complex partner issues and manage proactive hotel relocation efforts.
• Cross-Functional Collaboration: Partner with Supply and Agency teams to align on operational goals and support the integration of new supply partnerships.
• Process Improvement: Continuously identify opportunities to refine support processes, reducing negative impacts on customers and enhancing the overall customer experience.
• Special Projects: Participate in special projects that support Capital One Travel servicing operations.

Basic Qualifications:

• Education: High School Diploma.
• Experience: At least 2 years of experience in customer service and call center operations.
• Domain Experience: Working with BPO firms and scaling the operations of agents.
• Industry Knowledge: Basic foundational understanding of the travel industry.
• Skills and Competencies:
• Strong quantitative orientation with critical thinking skills.
• Strong organizational skills with the ability to manage multiple operational streams simultaneously.
• 2+ years of experience using G Suite.
• 1+ years of experience using Google Sheets or Microsoft Excel.

Preferred Qualifications:

• Higher Experience Threshold: At least 3 years of experience in customer service and call center operations.
• Niche Technical Experience: Experience working with travel third-party suppliers.
• Soft Skills: Strong verbal and written communication skills and cross-functional collaboration experience.
• Advanced Tech/admin Skills: 2+ years of experience using G Suite and Google Sheets or Microsoft Excel.

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