Lead Process Manager - Complaints

Nottingham Trent House 95002 United Kingdom Nottingham Nottinghamshire

Lead Process Manager Complaints

About this role

Leading our Complaints Process team you will be responsible for overseeing the effective management resolution and improvement of the companys complaints handling process. 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 customerfocused solutions.

The ideal candidate will exhibit strong judgment influencing and problem solving skills; who thrives in a fast paced collaborative environment and is passionate about solving business problems and making better experiences for our customers and operations teams.

What youll do

Accountable for ensuring the complaints 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 process. Youll partner with the servicing strategy and product teams to align on key deliverables for the year.

Specifically youll be expected to

Complaints Process Management

Process Lead for the endtoend complaints handling process

Ensure compliance with internal policies industry regulations and legal requirements related to complaints handling

Lead stakeholder engagement efforts and utilise exceptional communication teamwork and influence skills to foster team alignment and drive process success

Leading the prioritisation of changes in a key area of Operations to deliver the most business value

Leadership of team

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

Demonstrate leadership skills building a roadmap to support the Operations teams vision to deliver great outcomes for both our customers and business

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

Be a point of escalation within your team to manage any problems to closure within a timely manner

Process Improvement

Closely partner with crossfunctional teams to develop and implement process improvements that reduce the volume of complaints and enhance customer satisfaction

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

Demonstrate excellent process management skills through tracking success metrics and monitoring process performance

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 were looking for

CustomerCentric Mindset : Ability to understand customer concerns and advocate for solutions that balance customer needs with business objectives.

Strong Communication Skills : Excellent written and verbal communication skills with the ability to interact with customers and stakeholders at all levels.

Problem Solving : Strong analytical skills to identify and solve issues

Leadership : Experience in leading a team setting performance goals and developing team members.

Process Improvement : Experience with process optimization and continuous improvement methodologies (e.g. Lean Six Sigma).

Preferred : Complaints 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 youll work

This is a permanent position based in our Nottingham office.

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

Capital One is committed to diversity in the workplace.

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 :

Manager

Key Skills

Loan Processing,Continuous Improvement,Lean,Management Experience,Math,Process Improvement,Fair Housing Regulations,Project Management,Process Management,Underwriting,Leadership Experience,Supervising Experience

Employment Type : Full-Time

Experience : years

Vacancy : 1