Lead Process Manager - Complaints

Capital One (Europe) plc; Nottingham; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

This innovative firm is seeking a Lead Process Manager to spearhead the Complaints Process team. In this pivotal role, you will oversee the management and resolution of complaints, ensuring compliance with legal standards while fostering a customer-centric environment. You will lead a dedicated team, driving process improvements and collaborating with cross-functional teams to enhance customer satisfaction. The organization values diversity and offers a hybrid working model, allowing flexibility while maintaining a strong focus on team success. Join a company committed to transformation and enjoy a rewarding career with ample growth opportunities.

Benefits

Pension Scheme

Bonus

Generous Holiday Entitlement

Private Medical Insurance

Season-Ticket Loans

Cycle to Work Scheme

Enhanced Parental Leave

Fully-serviced Gym

Subsidised Restaurant

Mindfulness and Music Rooms

Qualifications

• Strong judgment, influencing, and problem-solving skills are essential.
• Experience in leading a team and developing team members is required.

Responsibilities

• Oversee the effective management and resolution of complaints.
• Lead a team to enhance customer outcomes and improve processes.

Skills

Customer-Centric Mindset

Strong Communication Skills

Problem Solving

Leadership

Process Improvement

Attention to Detail

Influencing Abilities

Sound Judgment

Tools

Lean

Six Sigma

Visual Management

Business Process Management

Root Cause Analysis

Job description

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 company's 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 customer-focused 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 you’ll 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. You’ll partner with the servicing, strategy and product teams to align on key deliverables for the year.

Specifically, you’ll be expected to…

Complaints Process Management

1. Process Lead for the end-to-end complaints handling process
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. Leading 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: Complaints knowledge in a financial services sector
7. Skills: Attention to detail, influencing abilities, sound judgment 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.

Capital One is committed to diversity in the workplace.