Team Manager - Fraud & Disputes

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

Team Manager - Fraud & Disputes

About the role

We currently have an opportunity to manage a team in the busy UK Fraud and Disputes department, helping and supporting our associates to deliver the best possible experience for our customers. There are a broad range of processes managed within the team, which will require you to have a passion for managing people, while delivering the best possible outcomes for our customers.

What you’ll do

• Lead an engaged and motivated team of 10-12 members

• Ensure that 80% of your time is dedicated to coaching and developing your team around our core processes and personal development

• Understand processes, identify waste & future improvements that will support the areas development and encourage and empower your team to also adopt this mind-set

• Manage the team to deliver against key performance metrics to ensure performance levels are maintained

• Ensure we are creating the best possible experiences for our customers and building the environment for our associates to deliver this

• Ensure the purpose of the area is front of mind & is used as a framework to move the department forward

• Work alongside other Team Managers within the department to deliver shared goals

• To always manage all associates respectfully, lawfully & with integrity

What we’re looking for

• Previous experience working within a Fraud or Disputes role

• Team leadership experience/skills in an environment where they work to a clear purpose and is centered around driving forward the development of their team members and empowering them to deliver results, including operational metrics such as service delivery and efficiency measures

• Ability to coach to improve individual performance, using established techniques and coaching models 

• Ability to identify improvements in the way we work and the process we use and able to make grounded recommendations on how these can develop

• A self-motivated individual who is able to support and initiate change in periods of uncertainty and high volumes, whilst working autonomously managing multiple priorities.

• Excellent stakeholder management skills

• Strong analytical skills

• Ability to effectively manage individual workload whilst balancing the needs of the wider team

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 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.