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.

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.