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

Director of Process Excellence

Capital One is seeking a collaborative and innovative Process leader who's passionate about creating and scaling Operational Processes that dramatically change the way our customers and  associates interact with us. This role will be accountable for owning and delivering on our approach to Process Excellence and Risk Management in Operations to enable the delivery of consistent and efficient customer outcomes at scale, as the successful candidate will also be responsible for owning our approach to Operational risk and compliance.

As Director of Process Excellence, you will be responsible for leading a team of professionals, and act as a thought leader working across Operations to shape the approach to design, management and improvement of critical business processes to ensure Capital One’s continued stability and success. You will be expected to drive organisational change to better manage risk in an open, collaborative environment where new ideas and solutions are both welcomed and rewarded. In this role, you will apply your strategic thinking, problem solving, collaboration and communication skills to lead initiatives which deliver strategic improvements to process management and reporting.  

What you’ll do

You will be accountable for multiple, business critical processes and the teams responsible for these, ensuring that effective monitoring, insight and continuous improvement is in place through a data-led approach.

• Build a compelling vision for Process Excellence that inspires teams across the UK business

• Leverage synergies between intent, execution, governance and technology to deliver an industry leading Operations function

• Investigate and invest in solutions and processes that accelerates Capital One’s Operations strategy

• Build and mentor a high-performing process team of ~35 people, fostering an innovative and open culture

• Engage with internal and external stakeholders, including regulatory bodies as needed, to ensure our approach to process  meets all required standards

• Influence senior stakeholders, Internal customers & our Enterprise partners to deliver on our operational strategy

• Represent Operations process performance at key business-wide committees 

• Lead and be the voice for Process Excellence across our UK Business

•Be accountable for the ongoing relationship with multiple key operational suppliers 

Additional responsibilities include:

• Supporting, partnering and interacting with internal business clients including Risk, Compliance, Legal, Enterprise Risk Management, Operational Risk Management, and Audit

• Analysing information to proactively identify risks, trends, and process improvements; supports reporting on risk & process topics to senior management

• Staying current on the changing regulatory environment and understand the impacts to your businesses

What you’ll bring

You are an accomplished process leader with a passion for transformation, with experience in a large, complex organisation that is heavily data and customer focused. Additionally you will bring:

• Experience in financial services as well as a good working knowledge of UK regulations.

• Demonstrable ability to develop a vision, and drive the execution of that vision to deliver results through process excellence

• Excellent partnership skills to leverage the capabilities of technology, product, and business partners, and possess the confidence to influence executive leadership and various internal stakeholders

• Strong business judgment, strategic orientation and communication skills are essential

• The candidate will possess excellent communication skills, and an ability to adapt and communicate compellingly and with authenticity to any audience (including internal and external stakeholders)

• A proven track record of leading teams with the ability to remove obstacles and hold people accountable for achieving challenging business results that deliver substantial value

• A track record of developing a high performing and cross functional team of process professionals

• Financial services or technology industry experience

• An understanding of UK regulatory landscapes and consumer lending

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 one of 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.

• Year after year we’ve been recognised as a great place to work. In 2025, Capital One was ranked 15th in the UK’s Best Workplaces™ list

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.