Principal Process Manager

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Principal Process Manager

About this role

As a Principal Process Manager, you’ll need to be able to design and manage new processes from scratch to deliver great outcomes for our customers, uncover and drive impactful opportunities, manage risks, assess impacts of change, and seek continuous improvement. You should be passionate about solving business problems and enhancing experiences for our customers and operations teams.

What you’ll do

Ensure processes are well managed, work on complex problems, and identify opportunities for improvement. Collaborate with servicing and strategy teams to deliver the roadmap. Develop and implement changes in end-to-end process delivery, requiring a blend of process management, customer-centric thinking, change management, and cross-functional collaboration with product and engineering teams.

Specifically, you’ll be expected to…

Process Design

• Create end-to-end processes to enhance customer experience and outcomes.
• Design processes to improve operational efficiency and sustain customer outcomes.
• Establish practices for managing daily activities, process health, and prioritization of improvements.
• Understand and mitigate risks by mapping processes, assessing controls, and continuously improving them.
• Lead problem resolution during breakdowns.
• Monitor key performance metrics, share insights, and adjust roadmaps accordingly.

Continuous Improvement

• Apply structured problem-solving techniques like root cause analysis and Lean.
• Track success metrics and monitor process performance.
• Develop and share your process improvement toolkit with the team.

What we’re looking for

• Enthusiastic team player capable of stakeholder engagement and developing new ways of working.
• Experience in a regulated credit environment, ideally with loans procedures and regulations.
• At least 1 year of process management experience, preferably with Lean or Six Sigma certification.
• Strong attention to detail, understanding operational processes, systems, and technology.
• Experience in risk management and control building.
• Excellent stakeholder management skills for cross-functional collaboration.
• Good decision-making skills with a customer-focused approach.
• Experience in a contact centre environment within a regulated industry is preferred.

Where and how you\’ll work

This is a permanent position based in Nottingham with a hybrid working model: in-office 3 days a week (Tues, Wed, Thurs), with flexibility on Mondays and Fridays for remote work.

We support flexible working arrangements to suit individual needs.

What’s in it for you

• Contribute to a transformative organization and be rewarded accordingly.
• Opportunities for career progression and development through Capital One University and external programs.
• Access to core benefits like pension, bonus, holiday entitlement, private medical insurance, plus flexible benefits such as season-ticket loans, cycle schemes, and parental leave.
• Enjoy our inspiring workspaces, including gyms, restaurants, mindfulness and music rooms, and rooftop running tracks.

What you should know about how we recruit

We value diversity and inclusion, striving to build fair and accessible recruitment processes. We partner with organizations like Women in Finance, Race At Work, Stonewall, and upReach to attract and support talent from all backgrounds. Internal networks include REACH, OutFront, Mind Your Mind, Women in Tech, and EmpowHER.

If you require a reasonable adjustment, contact ukrecruitment@capitalone.com. All information will be confidential.

For technical support or questions about the recruitment process, email Careers@capitalone.com.

Capital One is committed to diversity and equal opportunity. Positions posted in different countries are for respective local entities.

Who We Are

At Capital One, we\’re building a leading information-based technology company. Guided by our values, we foster collaboration, innovation, and respect. Our mission is to help our customers succeed through ingenuity, simplicity, and humanity. We aim to change banking for good.

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