Process Manager - Operations Support (Remote UK)

Remote - National (85002), United Kingdom

Process Manager - Operations Support (Remote UK)

Velocity Black, a Capital One company, harnesses the power of artificial intelligence, the warmth of human experts and the convenience of the latest interfaces to help high-performance people actualize the full potential of their lives. It's concierge, reimagined for the digital age. 

By harnessing 24/7 chat, AI, and mobile payments, we help our customers do more and be more in the digital age. From access to the hottest restaurants to guaranteed upgrades at the world’s finest resorts. Make a custom request through the app and you will be chatting to our team within 1 minute, 24/7/365.

What unites us are the values we share: the relentless pursuit and celebration of excellence, actualizing the full potential of our lives, and impacting the world in a positive way.

About this role

You will play a key role providing a range of support to the Velocity Black Operations Team. Obsessing over the customer experience and impact in all we do should be in your DNA, along with risk management and exceptional well managed judgement. You will provide critical leverage in overseeing several cross functional initiatives ensuring delivery, and effective communication across stakeholders. The candidate will need to possess a strong intellect and have a proven track record of influencing with excellent verbal and written communication skills, and working with a senior management team.

Your key operations and process improvement responsibilities will focus on merchant management strategy and oversight, financial operations, quality management of operations functions, and process improvement of these functional areas. 

What you’ll do

• Support operational finance responsibilities to include but is not limited to customer/merchant wires, customer invoicing, and commission reconciliation

• Support front line staff needs such Velocity Black systems issues or process improvements

• Build credibility and trust within the team, with our customers, and with our stakeholders

• Resolve complex problems or transactions, escalating breakdowns to the right stakeholders for resolution as needed.

• Identify and deliver opportunities to positively impact performance and assist the organisation to meet its business objectives and goals

What we’re looking for

• Proven ability to build strong, trusted relationships and operate in an influential manner across teams to assist in driving the business agenda

• Possess a high “EQ” and be a collaborative team player

• Strong business judgement, influencing skills, and integrity are essential for this position 

• Highly motivated, self-starter that can work autonomously and can independently take initiative  

• Excellent written and verbal communication skills

• Ability to navigate ambiguous situations and bring clarity to problem solving

• Thrive in a dynamic, fast-paced environment and manage multiple priorities

Where and how you'll work

This is a permanent, remote position. Please note, to be eligible to apply to this role, you must reside in the UK.

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.