Principal Process Manager - Loans

About this role

As the Loans Process Manager Youll need to be able to design and manage new processes from scratch not only to deliver great outcomes for our customers but also to uncover and drive new and impactful opportunities. You will be responsible for managing the risks against the process assessing and preparing for the impacts of change and seeking opportunities to drive continuous improvement. Above all else youll need to be passionate about solving business problems and making better experiences for our customers and operations teams.

What youll do

Responsible for ensuring the loans process is well managed working on complex problems and seeking to identify and deliver opportunities for improvement to the process. Youll be expected to work closely with the servicing and strategy teams to deliver the roadmap.
The loan process manager will help develop and implement any required changes in end to end delivery of loan activities. Success in this role will require a unique blend of process management customer first thinking change management and ability to work crossfunctionally with product and engineering teams.

Specifically youll be expected to

Process Design

• Create End to End processes to deliver a great customer experience to deliver good customer outcomes

• Design processes to improve crossfunctional operational efficiency and improve/sustain customer outcomes

• Establish practices to manage the day to day activities related to your processes including review of process health progress made on initiatives and prioritization of improvements

• Understand how your process works and proactively identify and mitigate risk that means mapping out business processes understanding and mitigating business risks and ensuring we have the right controls and solutions in place and continuously making them better.

• Identifying and managing breakdowns including leading problem resolution when breakdowns occur.

• Monitor Key Results and Critical to Quality Metrics and share performance insights to stakeholders and business partners and adjust your roadmap as necessary

Continuous Improvement

• Structured approach to problem solving focused on defining problems and solutions based on data by using a variety of process management techniques and tools like Visual Management Business Process Management root cause analysis and Lean

• Demonstrating excellent process management skills through tracking success metrics and monitoring process performance

• Constantly develop your personal toolkit of process improvement techniques and actively share learnings across the team

What were looking for

• Enthusiastic team player with the ability to connect dots and work with stakeholders developing new ways of working

• Experience of regulated credit environment essential even better if you have experience of loans procedures and regulations

• At least 1 year Process management experience ideally with lean or six sigma certification

• Great attention to detail to understand key operational processes systems and technology

• Experience in managing risks and building controls

• Excellent stakeholder management with ability to work crossfunctionally with lots of stakeholders to drive critical business decisions

• A good decision maker able to bring a healthy balanced approach to business with a strong customer focus

• Experience in a contact centre environment preferably within a regulated industry

Where and how youll work

This is a permanent position based in our Nottingham offices.

We have a hybrid working model so youll be based in our Nottingham office 3 days a week on Tuesdays Wednesdays and Thursdays.

Mondays and Fridays provide the flexibility to work from the office or home depending on what suits you best.

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.