Principal Process Manager - Loans

Capital One; Nottingham; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player seeks a Principal Process Manager to lead the design and management of loan processes. This pivotal role focuses on enhancing customer experiences and operational efficiency through structured problem-solving and cross-functional collaboration. You will have the opportunity to contribute to organizational transformation while enjoying a hybrid working model that balances in-office and remote work. If you are passionate about improving processes and delivering exceptional outcomes, this role offers a rewarding career path with ample opportunities for professional growth and development.

Benefits

Pension

Private Medical Insurance

Flexible Benefits

Career Development Opportunities

Modern Workspaces with Amenities

Qualifications

• 1+ years of experience in process management, preferably in a regulated credit environment.
• Lean or Six Sigma certification is preferred.

Responsibilities

• Design and manage end-to-end loan processes to enhance customer outcomes.
• Collaborate with teams to implement changes in loan delivery.

Skills

Stakeholder Engagement

Process Management

Lean Methodology

Six Sigma Certification

Risk Management

Customer Focus

Education

Bachelor's Degree

Job description

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

Principal Process Manager - Loans

About this role

As the Loans Process Manager, you’ll need to be able to design and manage new processes from scratch to deliver great outcomes for our customers, uncover and drive impactful opportunities, and manage risks associated with processes. You will assess and prepare for the impacts of change and seek opportunities for continuous improvement. Passion for solving business problems and improving customer and operations experiences is essential.

What you’ll do

Ensure the loans process is well managed, work on complex problems, and identify opportunities for process improvement. Collaborate closely with servicing and strategy teams to deliver the roadmap. Develop and implement changes in end-to-end loan delivery, requiring a blend of process management, customer focus, change management, and cross-functional collaboration.

Specifically, you’ll be expected to…

Process Design

• Create end-to-end processes to enhance customer experience and outcomes
• Design processes to improve operational efficiency and customer outcomes
• Establish practices for managing daily activities, including process health reviews and prioritization
• Map business processes, understand and mitigate risks, and ensure controls are in place
• Lead problem resolution during breakdowns
• Monitor key metrics and share insights with stakeholders, adjusting the roadmap as needed

Continuous Improvement

• Apply structured problem-solving techniques like root cause analysis and Lean
• Track success metrics and monitor process performance
• Develop personal skills in process improvement and share learnings

What we’re looking for

• Enthusiastic team player with stakeholder engagement skills
• Experience in a regulated credit environment, ideally with loans procedures and regulations
• At least 1 year of process management experience, with Lean or Six Sigma certification preferred
• Attention to detail in operational processes, systems, and technology
• Experience managing risks and controls
• Strong stakeholder management skills for cross-functional collaboration
• Decisive with a customer-focused approach
• Experience in a contact centre environment within a regulated industry is a plus

Where and how you'll work

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

What’s in it for you

• Contribute to organizational transformation with competitive rewards
• Career progression and development through Capital One University and external training
• Access to core benefits, including pension, bonus, holiday, private medical insurance, and flexible benefits
• Modern workspaces with amenities such as gyms, restaurants, and relaxation areas

How we recruit

We value diversity and inclusivity, aiming to build fair, accessible, and representative teams. We partner with organizations like Women in Finance, Race At Work Charters, Stonewall, and upReach. Internal support networks include REACH, OutFront, Mind Your Mind, Women in Tech, and EmpowHER. For reasonable adjustments, contact [e-mail]. For recruitment support, email [e-mail].

Who We Are

Capital One is a leading technology-driven financial institution committed to helping customers succeed. We foster a collaborative and innovative environment guided by shared values, where respect and humility are paramount. Our mission is to change banking for good.