Team Manager - Financial Crime

Capital One; Mansfield; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading financial services firm in the UK is seeking a Fraud and Disputes Team Manager to lead a team of Fraud Investigators. The role involves coaching and developing a high-performing team, driving engagement, and ensuring compliance with regulations. Ideal candidates will have proven leadership experience, strong coaching skills, and the ability to manage change effectively. This position focuses on fostering an inclusive work culture while achieving high-quality outcomes and operational excellence.

Qualifications

• Proven people leadership experience within a regulated or operational environment.
• Ability to unlock potential and drive performance across individuals and teams.
• Self-motivated mindset with strong time and workload management skills.

Responsibilities

• Lead, coach, and develop a team of Fraud Investigators.
• Create an inclusive, high-performance culture for team members.
• Monitor and report on team effectiveness with accurate data.

Skills

Coaching skills

Stakeholder management

Analytical skills

Job description

We currently have an opportunity to manage a Fraud and Disputes team in the busy Financial Crime Delivery department where we are looking for a passionate, people-focused leader to manage a team of up to 12 Fraud Investigators. You will ensure high quality outcomes are delivered for our customers across a broad range of processes within the Account Takeover, Application Fraud and Disputes areas. In the role you will spend the majority of your time leading through others - coaching, developing, and supporting investigators to deliver continuous excellence within Fraud and Disputes. You’ll also play a key role in driving engagement to ensure the team operates efficiently, compliantly, and with a strong sense of purpose.

Responsibilities

• Lead, coach and develop a team of Fraud and Disputes customer facing associates to deliver high-quality outputs in line with regulations and internal SLAs
• Dedicate the majority of your time to people leadership: coaching conversations, performance reviews, and developing individual growth plans
• Create an inclusive, high-performance culture where team members feel supported, heard, and challenged
• Set clear goals and expectations, regularly reviewing progress and offering feedback that drives improvement
• Maintain strong engagement through career development conversations, personal development plans, and recognition of achievements
• Drive performance management activities including quality reviews, productivity analysis, and timely interventions for underperformance
• Monitor and report on team effectiveness, ensuring accurate data and reporting are delivered monthly to senior stakeholders
• Support the onboarding and training of new associates, ensuring capabilities are built early and reinforced through ongoing learning
• Prioritise workloads, align resources effectively, and support delivery of portfolio and change activity
• Identify and escalates risks, tech issues, or knowledge gaps, working collaboratively to implement solutions that protect our business and customers
• Lead your team through change, supporting process improvements, automation initiatives, and continuous optimisation of operations

Internal Networks & Diversity Initiatives

• Partnering with organisations including The Women In Finance, Race At Work Charters, Stonewall, and UpReach to find people from every walk of life and help them thrive
• REACH – Race Equality and Culture Heritage group focusing on representation, retention, and engagement for associates from minority ethnic groups and allies
• OutFront – providing 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 technology
• EmpowHER – network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

Qualifications

• Proven people leadership experience, ideally within a regulated or operational environment
• Strong coaching skills, with the ability to unlock potential and drive performance across individuals and teams
• A proactive, self‑motivated mindset, able to manage high volumes, competing deadlines, and ambiguity with confidence
• A role model for respectful, inclusive and values‑led leadership, always acting with integrity
• Excellent stakeholder management skills
• Strong analytical skills

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