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

Financial Crime Delivery Team Manager

About this role

We are looking for a passionate, people-focused leader tomanage a Fraud and Disputes team of up to 12 Fraud Investigators in the busy FinancialCrime Delivery department. You will ensure high quality outcomes aredelivered for our customers across a broad range of processes within the Account Takeover,Application Fraud and Disputes areas. In the role you will spend the majority of your timeleading through others - coaching, developing, and supporting investigators to delivercontinuous excellence within Fraud and Disputes. You’ll also play a key role in drivingengagement to ensure the team operates efficiently, compliantly, and with a strong sense ofpurpose.

What you’ll do

• Lead, coach and develop a team of Fraud and Disputes customer facing associates to deliver high-quality outputs in line with regulations and internal SLAs

• Dedicate the majority of your time to people leadership: coaching conversations,performance reviews, and developing individual growth plans

• Create an inclusive, high-performance culture where team members feel supported,heard, and challenged 

• Set clear goals and expectations, regularly reviewing progress and offering feedbackthat drives improvement 

• Maintain strong engagement through career development conversations, personaldevelopment plans, and recognition of achievements 

• Drive performance management activities including quality reviews, productivity analysis,and timely interventions for underperformance 

• Monitor and report on team effectiveness, ensuring accurate data and reporting aredelivered monthly to senior stakeholders 

• Support the onboarding and training of new associates, ensuring capabilities are builtearly and reinforced through ongoing learning 

• Prioritise workloads, align resources effectively, and support delivery of portfolio andchange activity 

• Identify and escalate risks, tech issues, or knowledge gaps, working collaboratively toimplement solutions that protect our business and customers 

• Lead your team through change, supporting process improvements, automationinitiatives, and continuous optimisation of operations

What we’re looking for

• Proven people leadership experience, ideally within a regulated or operational environment

• Strong coaching skills, with the ability to unlock potential and drive performance across individuals and teams 

• A proactive, self-motivated mindset, able to manage high volumes, competing deadlines and ambiguity with confidence 

• A role model for respectful, inclusive and values-led leadership, always acting with integrity 

• Excellent stakeholder management skills 

• Strong analytical skills

We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve.  We’d love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women, the LGBTQ+ community and ethnic minority candidates.

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 Nottingham office 2 days a week on Tuesdays and Wednesdays, with occasional additional days for departmental events.

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. 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.

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.