Process Manager - Customer Fulfilment

Capital One (Europe) plc; Nottingham; On-site; GBP 60,000 - 85,000; Full time

Job summary

Capital One is seeking a seasoned Senior Associate Process Manager for its Customer Fulfilment Process Management Team in Nottingham. You will drive end-to-end process excellence, proactively mitigate risk, and optimise supplier performance to deliver exceptional customer outcomes across customer communications, card issuance, and mail processes.

The role focuses on proactive risk management, supplier performance, and continuous improvement through Lean, Six Sigma, and root cause analysis, with

Qualifications

• Attention to detail to understand key operational processes, systems, and technology.
• Strategic prioritisation to manage competing priorities with clear stakeholder communication.
• Influential collaboration to build consensus and drive change across the organisation.
• Strong judgement balancing business goals with customer focus.

Responsibilities

• Proactive Risk Management: Own the risk profile of the process, manage risks across day-to-day operations and changes.
• Supplier Management: Manage supplier performance for service continuity and high-quality delivery.
• Process Improvement & Root Cause Analysis: Apply Lean, Six Sigma, and Root Cause Analysis to identify and implement solutions.
• Change Leadership: Assess impacts of change initiatives and embed changes with stakeholders.
• Stakeholder Engagement: Partner with cross-functional teams to resolve process breakdowns and improve performance.
• Strategic Advisory: Provide guidance on process design, documentation, and operational strategy.

Skills

Attention to Detail

Strategic Prioritisation

Influential Collaboration

Strong Judgement

Job description

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire Process Manager - Customer Fulfilment

About this role:

We're looking for a seasoned Senior Associate Process Manager to join our Customer Fulfilment Process Management Team. You will be responsible for driving end-to-end process excellence, proactively mitigating risk, and optimising supplier performance to deliver exceptional customer outcomes. You will specialise in the management of customer communications, card issuance, and incoming mail processes, ensuring that our operations are resilient, compliant, and continuously improving.

What you’ll do:

• Proactive Risk Management: Own the risk profile of the process, proactively managing risks across day-to-day operations and when embedding change. Design and implement robust preventative and detective controls to ensure a well-managed process environment

• Supplier Management: Actively manage supplier performance to ensure service continuity, operational excellence, and process stability every time. Foster strong partnerships that drive accountability and high-quality delivery

• Process Improvement & Root Cause Analysis: Leverage advanced process management methodologies (e.g., Lean, Six Sigma, Root Cause Analysis) to identify, prioritise, and implement impactful solutions. Don't just fix issues; get to the root cause to prevent recurrence

• Change Leadership: Assess the complex impacts of change initiatives early, embedding changes seamlessly into the process and ensuring stakeholders are fully aligned

• Stakeholder Engagement: Partner with cross-functional stakeholders—including Operations, Supplier Management, and Tech—to resolve complex process breakdowns, ensuring rapid issue resolution and sustained performance improvement

• Strategic Advisory: Serve as a subject matter expert and key point of contact for business projects, providing strategic guidance on process design, documentation, and operational strategy

What we’re looking for:

• Attention to Detail: A keen attention to detail, to be able to understand key operational processes, systems and technology

• Strategic Prioritisation: The ability to effectively manage competing priorities, with clear communication to stakeholders

• Influential Collaboration & Delivery: Skilled at navigating the organisation to build consensus, secure stakeholder buy-in, and successfully drive change

• Strong Judgement: Ability to balance business goals with an unwavering focus on the customer

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.

Who We Are

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.