Principal Process Manager - Loans

Capital One (Europe) plc; Nottingham; Hybrid; GBP 35,000 - 65,000; Full time

Job summary

An established industry player seeks a Principal Process Manager for their Loans division. In this pivotal role, you'll design and manage processes that enhance customer experiences and drive operational efficiency. You'll work closely with cross-functional teams to identify opportunities for improvement and implement necessary changes to loan activities. This role requires a blend of process management expertise, a customer-first mindset, and the ability to navigate complex problems effectively. Join a company committed to transformation and enjoy a supportive work environment that values diversity and personal growth.

Benefits

Pension Scheme

Private Medical Insurance

Generous Holiday Entitlement

Subsidised Restaurant

Fully-serviced Gym

Cycle to Work Scheme

Enhanced Parental Leave

Season-ticket Loans

Qualifications

• 1+ years of process management experience in a regulated environment.
• Strong problem-solving skills with a focus on data-driven solutions.

Responsibilities

• Design and manage end-to-end processes to enhance customer experience.
• Collaborate with teams to implement improvements and monitor outcomes.

Skills

Process Management

Stakeholder Management

Problem Solving

Risk Management

Lean Six Sigma

Customer Focus

Attention to Detail

Education

Lean or Six Sigma Certification

Experience in Regulated Credit Environment

Tools

Business Process Management Tools

Visual Management Techniques

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 not only to deliver great outcomes for our customers, but also to uncover and drive new and impactful opportunities. You will be responsible for managing the risks against the process, assessing and preparing for the impacts of change and seeking opportunities to drive continuous improvement. Above all else, you’ll need to be passionate about solving business problems and making better experiences for our customers and operations teams.

What you’ll do

Responsible for ensuring the loans process is well managed, working on complex problems and seeking to identify and deliver opportunities for improvement to the process. You’ll be expected to work closely with the servicing and strategy teams to deliver the roadmap.

The loan process manager will help develop and implement any required changes in end to end delivery of loan activities. Success in this role will require a unique blend of process management, customer first thinking, change management and ability to work crossfunctionally with product and engineering teams.

Specifically, you’ll be expected to…

Process Design

1. Create End to End processes to deliver a great customer experience to deliver good customer outcomes.
2. Design processes to improve cross-functional operational efficiency and improve/sustain customer outcomes.
3. Establish practices to manage the day to day activities related to your processes, including review of process health, progress made on initiatives and prioritization of improvements.
4. Understand how your process works and proactively identify and mitigate risk - that means mapping out business processes, understanding and mitigating business risks and ensuring we have the right controls and solutions in place and continuously making them better.
5. Identifying and managing breakdowns, including leading problem resolution when breakdowns occur.
6. Monitor Key Results and Critical to Quality Metrics and share performance insights to stakeholders and business partners and adjust your roadmap as necessary.

Continuous Improvement

1. 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.
2. Demonstrating excellent process management skills through tracking success metrics and monitoring process performance.
3. Constantly develop your personal tool-kit of process improvement techniques, and actively share learnings across the team.

What we’re looking for

1. Enthusiastic team player with the ability to connect dots and work with stakeholders developing new ways of working.
2. Experience of regulated credit environment essential, even better if you have experience of loans procedures and regulations.
3. At least 1 year Process management experience ideally with lean or six sigma certification.
4. Great attention to detail to understand key operational processes, systems and technology.
5. Experience in managing risks and building controls.
6. Excellent stakeholder management with ability to work cross-functionally with lots of stakeholders to drive critical business decisions.
7. A good decision maker, able to bring a healthy, balanced approach to business with a strong customer focus.
8. Experience in a contact centre environment preferably within a regulated industry.

Where and how you'll work

This is a permanent position based in our Nottingham offices.

We have a hybrid working model, so you’ll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.

Monday’s and Friday’s 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. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café.

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.

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 [e-mail]. All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.