Senior Manager - Customer Operations Process Excellence

At Capital One, we are passionate about delivering good customer outcomes. This role is critical to enabling this by leading the design, management and improvement of critical business processes across our Contact Centre, Digital Servicing and Payments process excellence teams. Supported by a team of talented Process Managers, you will drive forward a culture of continuous improvement to process management across Customer Operations. Reporting to the Director of Process Excellence and Quality Assurance, you’ll play a pivotal role in delivering on our imperative of being ‘Dynamic and Well Controlled’. As process owner, you will advocate for high standards of risk management, seize on improvement opportunities and be a role model for pragmatic decision making.

What you’ll do

• You will own multiple, business critical, processes ensuring they’re delivering for our customers.
• Be accountable for process performance, ensuring effective monitoring is in place across key metrics.
• Set the pace for a culture of data driven continuous improvement.
• Provide inspirational and inclusive leadership of process area leads as well as their teams.
• Understand the external environment and work with industry partners to identify opportunities to refine our practices to meet the evolving needs of our customers.
• Create compelling business cases for change and investment.
• Support projects by partnering with technology, other teams, and vendors to ensure processes are built to be effective and efficient with a focus on key business objectives.
• Demonstrate that your processes meet the relevant regulatory requirements and that you’ve considered, and appropriately mitigated, risks.
• Continuously develop the team's skills in Process Management through coaching and training.

What you’ll bring

• You’ll need great attention to detail, to be able to understand key operational processes, systems and technology and how they are effective in delivering to our business objectives.
• Experience of decision making, problem solving and the ability to combine business experience and insights from a range of sources to make effective recommendations.
• Ability to work in a matrix environment with multiple stakeholders to drive business decisions around an appropriate approach to process management, and ensure execution is in line with the process definition.
• Strong business judgement, leadership and integrity: be a tenacious decision maker, able to bring a healthy, balanced approach to business with a strong customer focus.
• A great grounding in process management methodologies such as Lean or Six Sigma.
• Prior working knowledge of effective risk management.
• A passion for people leadership and career development.
• Strong analytical and numeracy skills.
• Previous exposure working in a collections environment desirable.

Where and how you’ll work

This is a permanent position based in our Nottingham office. We have a hybrid working model which gives you flexibility to work from our offices and from home. We’re big on collaboration and connection, so you’ll be based in our offices 3 days a week on Tuesdays, Wednesdays and Thursdays. 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.

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.

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.

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 is committed to diversity in the workplace.

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.