Process Manager - Payments & Customer Fulfilment

Capital One; Nottingham; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Competitive pension

Bonus scheme

25 days annual leave (plus 5)

Private medical insurance

Parental leave

Job summary

Capital One is seeking a Principal Associate Process Manager to join the Payments & Customer Fulfilment team in Nottingham. You will lead end-to-end process improvements, drive risk mitigation and deliver significant efficiency gains in payments and customer communications.

You’ll apply Lean, Six Sigma and Root Cause Analysis to design robust controls, influence senior stakeholders, and coach the team to achieve stretch goals in a hybrid work environment.

Qualifications

• Experience delivering end-to-end process improvements.
• Strong analytical and data-driven decision making.
• Ability to influence senior stakeholders.

Responsibilities

• Take ownership for day-to-day management of processes and ensure CTQs are met.
• Proactively manage risk and design robust control frameworks.
• Advise on complex business changes and partner across the organisation.
• Leverage Lean, Six Sigma and root cause analysis to solve problems and improve efficiency.
• Translate data into robust business cases and realise opportunities.
• Lead through others, coaching the team to achieve stretch goals.

Skills

Process management

Root cause analysis

Stakeholder influence

Tools

Lean

Six Sigma

Job description

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

About this role:

We're looking for a Principal 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, leading complex problem-solving initiatives and delivering significant improvements to meet business goals. You will specialise in the management of payments, customer communications, card issuance, and incoming mail processes, ensuring that our operations are resilient, compliant, and continuously improving.

What you’ll do:

• Take ownership for the day to day management of the processes ensuring Critical to Quality (CTQs) metrics are met, issues are managed quickly and effectively and performance is regularly reported
• Proactively manage the risk profile of the process
• Design and implement processes with robust control frameworks to ensure a well-managed process environment
• Advise and influence complex business changes, partnering with teams across the organisation, to ensure the customer and Operations are set up for success
• Leverage advanced process management methodologies (e.g., Lean, Six Sigma, Root Cause Analysis) to solve complex problems and identify cost and time efficiencies
• Analyse and translate data into robust business cases, which evidence the impact of opportunities, before seeing them through to fruition
• Lead through others, setting stretching process goals while empowering and coaching the team to develop and achieve them

What we’re looking for:

• Experience in understanding complex operational processes, systems and technologies at pace
• A skilled problem solver, with experience in root cause analysis to gain insights and solve problems
• Have managed key strategic process redesign, process improvements or continuous improvements
• Strong communication skills, both written and verbal, and excellent influencing skills with the ability to operate effectively at multiple levels across the organisation
• A strong decision maker, with the ability to combine business experience and insights from a range of sources to make effective recommendations and influence senior stakeholders

Where and how you'll work

This is a permanent position based in our Nottingham office. We embrace a hybrid approach to work. You'll spend three days a week in the office (Tuesday-Thursday), with Monday and Friday being dedicated work‑from‑home days. Our offices are designed to inspire and support you. At our Nottingham head office, you'll find an on‑site gym, restaurant and dedicated Learning Loft. Our London office boasts a rooftop running track and coffee bar.

What’s in it for you

We invest in the growth of our people alongside our business. You will have extensive opportunities to learn and develop your career, including access to up to £5,000 in funding for external qualifications. In addition to career development, our comprehensive benefits package is designed to grow with you, ensuring your wellbeing is prioritised at every stage of your career:

• Competitive pension and performance-based bonus schemes
• Start with 25 days of annual leave, increasing with tenure. Need more? You have the option to buy 5 additional days.
• Access premium care through our private medical insurance.
• We champion your milestones with enhanced parental leave.

A full list of our benefits is available here.

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. We value diversity, inclusion and belonging at our core. We empower our associates to do great work by creating an inclusive culture—one that values diverse perspectives, fosters collaboration and encourages innovative ideas—and a place where associates of all backgrounds can thrive by bringing their most authentic selves to work. We call this our Culture of Belonging, and it rests at the heart of our business. Our associate-led Business Resource Groups were created to help support our diverse population and include over 10 groups across our offices. Because each Business Resource Group is as unique as the population it serves, they offer a range of activities, networking opportunities, special events and learning programmes to associates.

Capital One is committed to diversity in the workplace.

If you require a reasonable adjustment, All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment. For technical support or questions about Capital One's recruiting process, Capital One does not provide, endorse nor guarantee and is not liable for third‑party products, services, educational tools or other information available through this site. Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC). 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.