• Serves customers by implementing call center strategies and operations, improving systems, communications and processes; supports operational continuity, as needed • Owns and advances the service center quality program, with accountability for standards, alignment, and continuous improvement; drives a culture of service excellence through leadership, mentoring, and coaching, and through ongoing staff development initiatives that enhance employee engagement, service delivery, knowledge, skills, and morale. • Leads service effectiveness and improvement initiatives, combining data driven resource planning and performance management with focused efforts to elevate customer experience, quality, recruiting, coaching, and training. • Identifies and implements performance metrics and KPIs related to inquiry support and team success measures. • Performs complex analysis of production, productivity, quality, and customer-service standards; provides recommendations to leadership pertaining to organizational strategic plans and reviews. Develops proposals to enhance customer experience. • Ensures the AskHR self-service experience on the ServiceNow platform is up to date and delivers high-quality content, including maintaining accurate documentation and effective communications while continuously improving employee experience. • Demonstrates strong working knowledge of ServiceNow and Five9 as service management and documentation platform, leveraging data, reporting, and workflow insights to inform decision-making; partners closely with IT to ensure the system effectively supports documentation, reporting, and service delivery needs. • Designs, implements, and continuously improves service delivery process to ensure high-quality, consistent experiences while meeting service level commitments and leverages data, automation, and proven technology to drive efficiency and performance outcomes. • Partners with Leadership to execute a plan(s) for human resources services in alignment with management and the HR Business Partners core values as adopted by the broader HR team. • Collaborates with IT & other stakeholders to evaluate current state of service center technologies and identify opportunities for improvement, including the implementation and expansion of AI, automation, and digital solutions; defines user requirements and establishes technical specifications.

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila) Sr. HR Coordinator (Benefits) Summary: - To manage and ensure day-to-day operational standards are met in an assigned area of Human Resources sub-function such as Benefits General Responsibilities: - Provides functional support in the assigned sub-function, including but not limited to: - Benefits - Provides timely computation of Associate benefits (health and welfare plans, government benefits, company benefits) for payout - Resolve Associates concerns on benefits items in a timely manner through thorough research and investigation - Coordinates with external parties such as HMO company and government agencies for efficient benefits delivery such as enrollment, changes to membership and cancellation due to termination - Special Projects - Provides logistics/ administrative assistance in department organization wide programs and events - Personal Development - Discuss personal development plan with the line manager and provide progress updates periodically for each performance cycle - May be assigned / rotated across other related sub-functions including but not limited to sub-functions within Human Resources - Other job-related duties that may be assigned from time to time Basic Qualifications: - Educational Background: - Benefits: Bachelor's Degree / 4-year course in Psychology, Business Administration, or other related courses as a preference - Professional Experience: - Benefits: 1.5 years work experience in respective discipline - Skills Required: - Benefits: Knowledge in Philippines Government Benefits Laws and Regularizations - For all roles: - Good oral and written communication skills for business correspondences - Analytical skills - Customer focus No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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 RecruitingAccommodation@capitalone.com . 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 Careers@capitalone.com 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).

• Design and execute an enterprise-wide talent management strategy, including competency mapping, career pathing, and a robust succession planning framework for leadership roles. • Serve as the primary strategic partner to the Executive Leadership Team, providing data-driven insights on organizational health, workforce planning, and talent density. • Act as the internal expert and final escalation point for complex employee relations matters, investigations, and conflict resolution, ensuring fair and consistent application of policies. • Partner with Finance and Business Leads to lead organizational structuring, departmental design, and change management initiatives that support OpenLoop’s rapid scaling. • In collaboration with Finance, provide strategic oversight for compensation calibration and leveling to ensure we remain competitive in the market. • Establish and track key talent metrics (retention, engagement, internal mobility, ER trends) to proactively identify risks and opportunities for the business. • Champion OpenLoop’s core values, ensuring these principles are embedded in every stage of the employee lifecycle.

• Own and manage the HR tech support function, including intake, triage, resolution, and escalation of tickets • Build AI-assisted workflows where applicable — flagging, classification, notifications, and intelligent routing across People processes • Own technical documentation, integration specs, data flow diagrams, etc. • Serve as a technical resource and escalation point for HR tech issues across the People team • Support ad hoc data pulls, system troubleshooting, and cross-functional HR tech requests • Use operational exposure as a continuous feedback loop to surface new automation opportunities • Translate complex technical constraints and tradeoffs into clear recommendations for the Director and People team leadership • Collaborate with COEs e.g. People Operations, IT, Finance, Payroll, and Talent Acquisition to ensure system triggers, data handoffs, and approval workflows are reliable and production-grade • Stay current on the HR technology landscape — new ADP capabilities, iPaaS evolution, and AI tooling relevant to the People function