Fraud & Disputes Process Manager

Capital One (Europe) plc; Nottingham; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading information-based technology company is seeking a Fraud & Disputes Process Manager in Nottingham. In this permanent role, you will oversee the development of processes to enhance Fraud prevention and Dispute resolution while working in a hybrid environment. The position requires strong experience in process management and a commitment to continuous improvement.

Benefits

Competitive salary

Career progression through Capital One University

Core benefits including pension and bonus

Modern workspaces with amenities

Qualifications

• Experience in process management, preferably in a regulated industry.
• Strong decision-making skills with a customer-focused approach.
• Attention to detail regarding operational processes, systems, and technology.

Responsibilities

• Overseeing the development and ongoing enhancement of Fraud and Dispute processes.
• Challenging process scope, design, and management.
• Implementing large-scale change projects impacting Fraud and Disputes.

Skills

Attention to detail

Risk management

Decision-making skills

Customer-focused approach

Job description

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Fraud & Disputes Process Manager

About this role

As the Fraud & Disputes Process Lead, you will be responsible for overseeing the development and ongoing enhancement of processes related to Fraud prevention, Fraud detection, and Dispute resolution.

You’ll need to identify inefficiencies and opportunities to improve customer outcomes, leading complex problem-solving activities.

Above all, you should be passionate about creating better experiences for customers and operations teams.

What you’ll do

You will manage the Fraud & Disputes processes, work on complex problems, and seek improvements. Collaboration with servicing and strategy teams, as well as partners across the business, will be key.

Specifically, your responsibilities include:

• Developing the risk and control environment, ensuring regulatory compliance
• Challenging process scope, design, management, and objectives
• Delivering the vision and goals of the process/LOB
• Influencing impactful operational changes
• Managing day-to-day activities, process health, and prioritization of improvements
• Leading problem resolution during breakdowns
• Monitoring key metrics and sharing insights with stakeholders

Continuous Improvement

• Applying structured problem-solving techniques like root cause analysis and Lean
• Tracking success metrics and process performance
• Sharing learnings and developing personal process improvement skills
• Leading large-scale change projects impacting Fraud and Disputes

What we’re looking for

• Experience in process management, preferably in a regulated industry
• Attention to detail regarding operational processes, systems, and technology
• Risk management and control-building experience
• Ability to work cross-functionally and influence stakeholders
• Commitment to continuous learning and innovation
• Strong decision-making skills with a customer-focused approach
• Experience in a contact centre environment is advantageous

Location and Work Arrangements

This is a permanent role based in Nottingham, with a hybrid working model: in-office 3 days a week (Tues-Thurs), with flexibility on Mondays and Fridays to work from home or office.

Benefits

• Competitive salary and contribution to our transformation roadmap
• Career progression through Capital One University and external training
• Core benefits including pension, bonus, generous holiday, private medical insurance, and flexible benefits
• Modern, accessible workspaces with amenities like gyms and cafes

Our Commitment to Diversity

We value diversity and inclusion, partnering with organizations like Women in Finance, Race At Work Charters, and others. We support various employee networks and are committed to fair, accessible recruitment processes. For reasonable adjustments, contact [e-mail].

About Capital One

We are a leading information-based technology company dedicated to helping customers succeed through innovation, simplicity, and humanity in banking. Our environment fosters collaboration, openness, and respect, driven by shared values and a mission to change banking for good.