Senior Associate Process Manager - Customer Service Delivery (12 month secondment), Nottingham, Eng, GB

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

Senior Associate Process Manager - Customer Service Delivery (12 month secondment)

About the role

As Service Delivery Process Manager, you’ll take ownership of documenting, governing, and improving our Level 2 Service Delivery process and Level 3 subprocesses, which include Mission and Forecasting, Agent Enablement, UK Operations and Offshore Service Management processes. You’ll ensure transparency, risk management, and operational excellence by working across Customer Service Delivery and the wider UK business. The role sits within the Offshore Supplier Operations Team, which will also give you opportunities to support the wider team with projects and Well Managed activities related to our Offshore Suppliers.

What you’ll be doing:

• Lead the documentation, governance and improvement of core Service Delivery processes.

• Use process management tools and techniques (Lean, Six Sigma, Business Process Management) to drive efficiencies and improve customer experience.

• Identify risks and implement preventative and detective controls, partnering with risk and data teams for oversight and monitoring.

• Build and manage an annual schedule of process and risk activities, including control testing, control and risk reviews, and Voice of the Customer.

• Be the point of contact for risk and compliance activities including audits, process level assessments, and critical business process assessments.

• Build relationships and collaborate with senior leaders and L3/L4 process owners across Operations Service Delivery to assess risks, track changes, and strengthen control effectiveness.

• Act as the point of contact for governance and change management, ensuring Service Delivery is aligned with business-wide initiatives.

• Be the representative for all risk events that link to the Service Delivery process.

• Lead knowledge sharing and process standards across Service Delivery and Ops Supplier teams.

What we’re looking for:

We’re looking for a proactive and detail oriented process leader who can bring structure, clarity, and continuous improvement to Service Delivery. You’ll need:

• A keen attention to detail and ability to understand complex operational processes, systems, and technology.

• Experience in process management, risk/governance frameworks, and process improvement methodologies.

• Strong problem-solving and decision-making skills, using insights from data and stakeholder input to make effective recommendations.

• Excellent communication skills, with the ability to simplify complex processes and lead change with clarity.

• Ability to build strong relationships and influence stakeholders across the business and at all levels.

• A mindset focused on continuous improvement, transparency, and creating better experiences for customers.

Where and how you'll work

This is a 12 month maternity cover position based in our Nottingham office.  

We have a hybrid working model which gives you flexibility to work from our offices and from home. 

We’re big on collaboration and connection, so you’ll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.

Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

Capital One is committed to diversity in the workplace.

If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com  All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.