Risk Manager - Customer Governance

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

Risk Manager - Customer Governance

About this Role

This individual contributor will play a key role within our Consumer Duty and Customer Outcome Testing team. As Risk Specialist you’ll undertake a key 1st line role in the UK Risk Office by overseeing governance within customer focussed forums, ensuring we are focusing on the key areas as a business. 

What we’re looking for

• Risk management professional with internal risk management experience

• A good understanding of customers, customer regulation and Consumer Duty

• You’ll have proven experience in analysing qualitative and quantitative data and be able to succinctly summarise findings into key insights

• Great stakeholder management skills and the ability to collaborate and influence a wide range of different people

• Able to partner within and beyond the team, building productive, cross business relationships with a positive ‘can do’ attitude

• Meticulous attention to detail ensuring there is thoroughness and accuracy when completing presentations and reports

• You’ll have solid judgement and have the ability to make  recommendations that involve several different types of risk (e.g. Customer Outcomes and Business Operations)

• You’ll be commercially minded and comfortable developing a good understanding of the business, working out the best way to share important information on our customers

• You’ll be a critical thinker who seeks to deeply understand opportunities to improve outcomes for our customers. You’ll do this across multiple different competing priority, to identify those with the highest leverage and impact for change

What you’ll do

• Partner with the business to ensure consumer committee and forum materials are captured, reviewed and challenged where applicable

• Support the facilitation of key Consumer Duty governance committees. 

• Play a core role in the ongoing programme of governance improvement across the Risk Office and wider business

• Review insights identified across multiple sources (in particular customer journey testing), and highlight any key themes that are consistent across these, or any relevant issues identified in single tests - and report these back to senior stakeholders.

• Be a lead within the department, advocating for our customers and using external and internal insights to support your thinking. Be comfortable building your internal and external network and ensure that you always have a good understanding of where the bar is on outcomes

Where and how you'll work

This is a permanent based in our Nottingham offices.  

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 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. 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.