Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire
Operations Process Lead - Financial Support
About this role
As the Financial Support Operations Process Lead, you will be responsible for overseeing the effective management and improvement of the company's Collections and Recoveries processes. This role involves managing a team and continuously improving systems and processes to enhance customer outcomes. You will be expected to ensure compliance with legal and regulatory standards and work closely with other departments to drive customer-focused solutions. The ideal candidate will exhibit strong judgment, influencing, and problem-solving skills; thrive in a fast-paced, collaborative environment and will be passionate about solving business problems and creating better experiences for our customers and operations teams.
What you’ll do
Accountable for ensuring the Collections and Recoveries process is well managed, leading a team of process managers to deliver change, solve problems and to identify and deliver opportunities for improvement to the processes. You’ll partner with the servicing, strategy and product teams to align on key deliverables for the year.
Specifically, you’ll be expected to…
Financial Support Process Management
1. Lead the end-to-end Collections and Recoveries operational processes.
2. Ensure compliance with internal policies, industry regulations, and legal requirements related to complaints handling.
3. Lead stakeholder engagement efforts and utilise exceptional communication, teamwork and influence skills to foster team alignment and drive process success.
4. Lead the prioritisation of changes in a key area of Operations to deliver the most business value.
Leadership of team
1. Lead and coach a team to set the process up for success through effective risk and change management, as well as seeking opportunities for improvement.
2. Demonstrate leadership skills, building a roadmap to support the Operations team’s vision to deliver great outcomes for both our customers and business.
3. Lead the team to design and drive effective and efficient processes that deliver great outcomes for our customers and business, introducing innovation into the process to deliver consistent and impactful results.
4. Be a point of escalation within your team to manage any problems to closure within a timely manner.
Process Improvement
1. Closely partner with cross-functional teams to develop and implement process improvements that reduce the volume of complaints and enhance customer satisfaction.
2. 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.
3. Demonstrate excellent process management skills through tracking success metrics and monitoring process performance.
4. Be a key stakeholder to, or take the lead for Operations, on projects by partnering with Technology, suppliers or the wider business stakeholders to ensure processes are efficient and focus on key business objectives.
What we’re looking for
1. Customer-Centric Mindset: Ability to understand customer concerns and advocate for solutions that balance customer needs with business objectives.
2. Strong Communication Skills: Excellent written and verbal communication skills, with the ability to interact with customers and stakeholders at all levels.
3. Problem Solving: Strong analytical skills to identify and solve issues.
4. Leadership: Experience in leading a team, setting performance goals, and developing team members.
5. Process Improvement: Experience with process optimization and continuous improvement methodologies (e.g., Lean, Six Sigma).
6. Preferred: Collections knowledge in a financial services sector.
Skills: Attention to detail, influencing abilities, sound judgement and decision making with a strong customer focus.
Where and how you'll work
This is a permanent position based in our Nottingham office. We have a hybrid working model, so you’ll 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 we're open to talking about an arrangement that works for you.
What’s in it for you
1. Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation.
2. 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).
3. 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.
4. 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.
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.
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.
Capital One is committed to diversity in the workplace.
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