Senior Manager - Customer Operations Process Excellence
Senior Manager - Customer Operations Process Excellence
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1 Vacancy
Job Description
At Capital One we are passionate about delivering good customer outcomes. This role is critical to enabling this by leading the design management and improvement of critical business processes across our Contact Centre Digital Servicing and Payments process excellence teams. Supported by a team of talented Process Managers you will drive forward a culture of continuous improvement to process management across Customer Operations.
Reporting to the Director of Process Excellence and Quality Assurance youll play a pivotal role in delivering on our imperative of being Dynamic and Well Controlled. As process owner you will advocate for high standards of risk management seize on improvement opportunities and be a role model for pragmatic decision making.
What youll do
You will own multiple business critical processes ensuring theyre delivering for our customers
Be accountable for process performance ensuring effective monitoring is in place across key metrics
Set the pace for a culture of data driven continuous improvement
Provide inspirational and inclusive leadership of process area leads as well as their teams
Understand the external environment and work with industry partners to identify opportunities to refine our practices to meet the evolving needs of our customers
Create compelling business cases for change and investment
Support projects by partnering with technology other teams and vendors to ensure processes are built to be effective and efficient with a focus on key business objectives
Demonstrate that your processes meet the relevant regulatory requirements and that youve considered and appropriately mitigated risks
Continuously develop the teams skills in Process Management through coaching and training
What youll bring
Youll need great attention to detail to be able to understand key operational processes systems and technology and how they are effective in delivering to our business objectives.
Experience of decision making problem solving and the 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 ensure is in line with the process definition
Strong business judgement leadership and integrity: be a tenacious decision maker able to bring a healthy balanced approach to business with a strong customer focus
A great grounding in process management methodologies such as Lean or Six Sigma
Prior working knowledge of effective risk management
A passion for people leadership and career development
Strong analytical and numeracy skills
Previous exposure working in a collections environment desirable
Where and how youll 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.
Were big on collaboration and connection so youll be based in our offices 3 days a week on Tuesdays Wednesdays and Thursdays.
Many of our associates have flexible working arrangements and were open to talking about an arrangement that works for you.
Whats in it for you
Bring us all this and youll 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 seasonticket loans cycle to work scheme and enhanced parental leave
Openplan workspaces and accessible facilities designed to inspire and support you. Our Nottingham headoffice has a fullyserviced 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 caf
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 its about what you do not just what you say. Thats 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
If you require a reasonable adjustment please contact All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
For technical support or questions about Capital Ones recruiting process please send an email to
Capital One does not provide endorse nor guarantee and is not liable for thirdparty products services educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Required Experience:
Senior Manager
Employment Type
Full-Time
