Lead Process Manager - Financial Crime in Coventry

As a Principal Associate Process Manager, you will own the end-to-end design and health of our Financial Crime processes, spanning Transaction and Application Fraud, Disputes, AML, and Authorisations. You will be responsible for defining process strategy, developing robust oversight, and driving continuous improvement across the Financial Crime portfolio. This is a highly collaborative role where you will lead complex problem-solving initiatives to eliminate operational inefficiencies, balancing commercial and regulatory requirements to deliver exceptional outcomes for both our customers and our operations teams.

What you'll do

• Process Design & Optimisation: Own and critically challenge process scope, design, and management; define success measures and dynamically monitor Key Results and Critical to Quality metrics.
• Risk & Control Ownership: Take accountability for the risk and control environment, ensuring regulatory requirements are robustly applied, mitigated, and governed.
• Continuous Improvement: Apply structured, data-driven methodologies to solve complex problems, lead large-scale transformations, and continuously develop and share process improvement tools to uplift process capabilities within the wider team.
• Issue Management & Governance: Establish strong governance practices to oversee process health, ruthlessly prioritise improvements, and lead root-cause analysis to resolve operational breakdowns.
• Stakeholder & Operational Influence: Collaborate closely with strategy and servicing teams to deliver the roadmap, while influencing business changes that impact your process.

The skills and experience you need

• Process Management Expertise: Proven experience in process management within a regulated industry, with a Lean Six Sigma certification being highly desirable.
• Risk & Control Management: Prior experience identifying operational risks and managing mitigations through the implementation of robust internal controls.
• Structured Problem Solving: A track record of using data-driven process management techniques to define problems, implement solutions, and manage large-scale transformation projects.
• Cross-Functional Collaboration: Exceptional stakeholder management skills with the ability to influence business decisions, manage change, and work collaboratively across diverse teams.
• Operational Insight & Attention to Detail: A detail-oriented mindset with the ability to master complex systems, ideally complemented by experience working within a contact centre environment.

Where and how you'll work

This is a permanent position based in our Nottingham office. We embrace a hybrid approach to work. You'll spend three days a week in the office (Tuesday-Thursday), with Monday and Friday being dedicated work-from-home days.

What’s in it for you

We invest in the growth of our people alongside our business. You will have extensive opportunities to learn and develop your career, including access to up to £5,000 in funding for external development. In addition to career development, our comprehensive benefits package is designed to grow with you, ensuring your wellbeing is prioritised at every stage of your career:

• Wealth & Future: Competitive pension and performance-based bonus schemes.
• Holidays: Start with 25 days of annual leave, increasing with tenure. Need more? You have the option to buy 5 additional days.
• Health: Access premium care through our private medical insurance.
• Family Support: We champion your milestones with enhanced parental leave.

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. We value diversity, inclusion and belonging at our core. We empower our associates to do great work by creating an inclusive culture—one that values diverse perspectives, fosters collaboration and encourages innovative ideas—and a place where associates of all backgrounds can thrive by bringing their most authentic selves to work.

Our associate-led Business Resource Groups were created to help support our diverse population and include over 10 groups across our offices. Because each Business Resource Group is as unique as the population it serves, they offer a range of activities, networking opportunities, special events and learning programmes to support diversity in the workplace.