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- Tasks: Lead the Fraud & Disputes processes, enhancing customer experiences and solving complex problems.
- Company: Join Capital One, a leading tech-driven bank focused on innovation and customer success.
- Benefits: Enjoy hybrid working, generous holidays, private medical insurance, and access to a fully-serviced gym.
- Why this job: Be part of a transformative team that values collaboration, diversity, and continuous improvement.
- Qualifications: Experience in process management, attention to detail, and a passion for customer-focused solutions.
- Other info: Flexible working arrangements available; join our diverse community and thrive with us.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join to apply for the Fraud & Disputes Process Manager role at Capital One
Join to apply for the Fraud & Disputes Process Manager role at Capital One
Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire
Fraud & Disputes Process Manager
About This Role
As the Fraud & Disputes Process Lead, you will be responsible for overseeing the development and ongoing enhancement of processes related to Fraud prevention, Fraud detection and Dispute resolution.
You’ll need to be able to identify inefficiencies in the process, as well as opportunities to enhance customer outcomes, and lead complex problem solving activities.
Above all else, you’ll need to be passionate about making better experiences for our customers and operations teams.
What you’ll do
You will be responsible for ensuring the Fraud & Disputes processes are well managed, working on complex problems and seeking to identify and deliver opportunities for improvement to the process. You’ll be expected to work closely with the servicing and strategy teams to deliver the roadmap, working alongside partners across the business.
Specifically, you’ll be expected to lead within the following areas:
Fraud & Disputes Process Design
- Accountable for development of the risk and control environment, ensuring reg apps are appropriately applied and mitigated by the control environment
- Challenge the process scope, design, how it’s managed, what it should achieve and how we know we’re achieving it
- Deliver the vision and goals of the process/LOB
- Influence design of impactful changes hitting operations
- Establish practices to manage the day to day activities related to your processes, including review of process health, progress made on initiatives and prioritization of improvements
- Identify and manage breakdowns, including leading problem resolution when breakdowns occur.
- Monitor Key Results and Critical to Quality Metrics and share performance insights to stakeholders and business partners and adjust your roadmap as necessary
Continuous Improvement
- Structured approach to problem solving focused on defining problems and solutions based on data by using a variety of process management techniques and tools like Visual Management, Business Process Management, root cause analysis and Lean
- Demonstrating excellent process management skills through tracking success metrics and monitoring process performance
- Constantly develop your personal tool-kit of process improvement techniques, and actively share learnings across the team
- Delivery of large scale change or projects impacting the Fraud and Disputes processes
What we’re looking for
- Process manager experience, preferably within a regulated industry
- Great attention to detail to understand key operational processes, systems and technology
- Experience in managing risks and building controls
- Ability to work cross-functionally with lots of stakeholders to drive critical business decisions
- A drive for continued learning through training opportunities and knowledge sharing to develop innovative solutions.
- A good decision maker, able to bring a healthy, balanced approach to business with a strong customer focus
- Experience in a contact centre environment preferable
Where and how you\’ll work
This is a permanent position based in our Nottingham offices.
We have a hybrid working model, so you’ll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.
Monday’s and Friday’s provide the flexibility to work from the office or home, depending on what suits you best.
Many of our associates have flexible working arrangements, and we\’re open to talking about an arrangement that works for you.
What’s in it for you
- Bring us all this – and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation
- We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)
- Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave
- Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café
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. And we offer benefits that attract people at all ages and stages.
We Also Partner With Organisations Including The Women In Finance And Race At Work Charters, Stonewall And UpReach To Find People From Every Walk Of Life And Help Them Thrive With Us. We Have a Whole Host Of Internal Networks And Support Groups You Could Be Involved In, To Name a Few
- REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies
- OutFront – to provide LGBTQ+ support for all associates
- Mind Your Mind – signposting support and promoting positive mental wellbeing for all
- Women in Tech – promoting an inclusive environment in tech
- EmpowHER – network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry
Capital One is committed to diversity in the workplace.
If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
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).
Who We Are
At Capital One, we\’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
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Job function
Management and Manufacturing
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Fraud & Disputes Process Manager employer: Capital One
Contact Detail:
Capital One Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fraud & Disputes Process Manager
✨Tip Number 1
Familiarise yourself with the latest trends and technologies in fraud prevention and dispute resolution. This will not only help you understand the challenges faced in the industry but also allow you to discuss innovative solutions during your interview.
✨Tip Number 2
Network with professionals in the fraud and disputes management field. Attend relevant industry events or join online forums to connect with others who can provide insights and potentially refer you to opportunities at Capital One.
✨Tip Number 3
Prepare to demonstrate your problem-solving skills by thinking of specific examples from your past experience where you've successfully identified inefficiencies and implemented improvements. This will showcase your ability to lead complex problem-solving activities.
✨Tip Number 4
Research Capital One's values and culture, particularly their commitment to diversity and inclusion. Be ready to discuss how your personal values align with theirs, as this can significantly enhance your candidacy.
We think you need these skills to ace Fraud & Disputes Process Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in process management, particularly within regulated industries. Emphasise your attention to detail and any specific achievements related to fraud prevention or dispute resolution.
Craft a Compelling Cover Letter: In your cover letter, express your passion for improving customer experiences and operational efficiency. Use specific examples from your past roles that demonstrate your problem-solving skills and ability to work cross-functionally.
Highlight Relevant Skills: Clearly outline your skills in risk management, process design, and continuous improvement methodologies. Mention any tools or techniques you are familiar with, such as Lean or root cause analysis, that are relevant to the role.
Showcase Your Learning Mindset: Mention any training or professional development you've pursued that relates to process management or fraud prevention. This shows your commitment to continuous learning and innovation, which is highly valued by Capital One.
How to prepare for a job interview at Capital One
✨Understand the Role Thoroughly
Before the interview, make sure you have a solid grasp of what the Fraud & Disputes Process Manager role entails. Familiarise yourself with the key responsibilities and expectations outlined in the job description, especially around process design and improvement.
✨Prepare for Scenario-Based Questions
Expect to be asked about specific situations you've encountered in previous roles. Prepare examples that showcase your problem-solving skills, attention to detail, and ability to manage risks effectively. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Passion for Customer Experience
Since the role emphasises enhancing customer outcomes, be ready to discuss how you've previously improved customer experiences. Share any relevant metrics or feedback that demonstrate your impact on customer satisfaction.
✨Demonstrate Cross-Functional Collaboration Skills
The position requires working closely with various teams. Be prepared to discuss your experience in collaborating with different stakeholders. Highlight any successful projects where you influenced change or drove critical business decisions through teamwork.
