As customer needs and demand for complex work evolve, Capital One PH sharpens its focus on building specialized capabilities across high-demand fields such as data analysis, process management, and client services. This refreshed talent strategy supports business growth while aligning with its broader commitment to innovation, impactful work, and investing in careers that contribute to associate development and stakeholder value.
TULOY Foundation students engage in an interactive discussion as part of the Contact Center Readiness Program in partnership with Capital One Philippines.
To stay ahead of industry shifts, the company is scaling its internal learning ecosystem to provide its employees with continuous access to training and upskilling programs.
“Our customers and stakeholders look to us to solve complex challenges, and this requires not just technical skills but the ability to think creatively and deliver with impact,” said Head of Human Resources Philip Bravo. “We’re responding by investing in our people, embedding holistic yet structured learning into every stage of the associate journey. By integrating continuous learning, practical and technical skills, and personalized growth pathways, we empower our associates to build purposeful and future-focused careers as they create value together in a dynamic work environment.”
Wilkins Tan, Senior Director for Operations, added that the company is currently investing in internal mobility and development of specialized learning programs to cater to the growing demand for more complex servicing roles.
“Our approach is grounded in long-term career investment. The demand for customer service is still here, but it has evolved to support the processes differently. We’re seeing greater need for proficiencies that can handle escalations and complex case work. There’s also a growing demand for roles that support AI development and data analytics,” he said. “Our focus today is reskilling our teams to sharpen their so skills and competencies so they can easily upskill to match the new work types.”
Maria Rebecca Romero, Chief of Staff, also shared how the company’s community impact and investment program is aligning towards the same goal. “We innovate and drive work that matters, elevating the experiences of our customers, associates, and communities. Our team is actively working with our industry peers on a project that will sow the seeds for future Banking and Financial Services professionals. We are also continuing to reimagine our Contact Center Readiness Program by finding ways to update the modules based on current industry standards and scale the program together with the academe, the government, and our industry partners,” she said.
Capital One Philippines not only addresses the industry's critical demand for skilled individuals through these programs but also establishes a sustainable model for driving work that matters along with a strong investment in people. This approach strengthens the entire talent ecosystem, furthering a more resilient, and accessible workforce.