Senior Associate Process Manager - Fraud & Disputes

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

Senior Associate Process Manager - Fraud & Disputes

About the role

Process Managers thrive in understanding how things work, and constantly challenging how we can improve them. This means mapping out business processes, understanding and mitigating business risks, ensuring we have the right controls in place – and then making them better. As a Process Manager, you will work with extended teams across the department, and the wider UK business, to manage and improve some key business processes. 

What you'll do

• Participate in Capital One’s process transformation by defining and implementing process improvement agendas, driving efficiencies to create better experiences for our customers

• Use a variety of techniques and tools to define, manage and improve processes, like Visual Management, Business Process Management, Lean, and Six Sigma

• Apply different methods for process improvement such as variation reduction, waste elimination, or risk mitigation technique

• Identify and manage risks to the process, building effective preventative and detective controls, partnering with our risk management and data analysis teams to develop the right level of oversight and monitoring

• Apply management skills such as communications and change leadership to help drive key priorities like technology changes, and continuous improvement

Working within a business built on rigorous data, insight and effective risk management, your responsibilities will include:

• Identifying operational breakdowns and inefficiencies through KPIs to drive action to streamline and simplify existing processes

• Analysing and improving existing processes to ensure consistently great customer outcomes

• Ensuring that processes are compliant with enterprise standards and regulations

• Partnering with technology, multiple stakeholders, including intent owners and delivery teams, and vendors to ensure change is delivered smoothly

• Managing risks and events ensuring any impacts are remediated and issues are fixed forward in a timely manner

• Identifying any impacts to the risk environment including impacts to existing risks, as well as identifying new potential risks. Working with the Analysts to create new controls where needed

• Reviewing your process end to end, through the eye of the business, customers and other key stakeholders to identify and deliver opportunities to positively impact performance and assist the organisation to meet its business objectives and goals

What we’re looking for

• A keen attention to detail, to be able to understand key operational processes, systems and technology 

• An understanding of Fraud and Disputes processes are preferred

• Experience of decision making and problem solving and 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 ensuring execution is inline with the process definition.

• Strong business judgement, leadership and integrity: able to bring a healthy, balanced approach to business with a strong customer focus

Where and how you'll work

This is a permanent position 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.