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 to deliver great outcomes for our customers, uncover and drive impactful opportunities, and manage risks associated with processes. You will assess and prepare for the impacts of change and seek opportunities for continuous improvement. Passion for solving business problems and improving customer and operations experiences is essential.
What you’ll do
Ensure the loans process is well managed, work on complex problems, and identify opportunities for process improvement. Collaborate closely with servicing and strategy teams to deliver the roadmap. Develop and implement changes in end-to-end loan delivery, requiring a blend of process management, customer focus, change management, and cross-functional collaboration.
Specifically, you’ll be expected to…
Process Design
* Create end-to-end processes to enhance customer experience and outcomes
* Design processes to improve operational efficiency and customer outcomes
* Establish practices for managing daily activities, including process health reviews and prioritization
* Map business processes, understand and mitigate risks, and ensure controls are in place
* Lead problem resolution during breakdowns
* Monitor key metrics and share insights with stakeholders, adjusting the roadmap as needed
Continuous Improvement
* Apply structured problem-solving techniques like root cause analysis and Lean
* Track success metrics and monitor process performance
* Develop personal skills in process improvement and share learnings
What we’re looking for
* Enthusiastic team player with stakeholder engagement skills
* Experience in a regulated credit environment, ideally with loans procedures and regulations
* At least 1 year of process management experience, with Lean or Six Sigma certification preferred
* Attention to detail in operational processes, systems, and technology
* Experience managing risks and controls
* Strong stakeholder management skills for cross-functional collaboration
* Decisive with a customer-focused approach
* Experience in a contact centre environment within a regulated industry is a plus
Where and how you'll work
This is a permanent role based in Nottingham, with a hybrid working model: in-office 3 days a week (Tues-Thurs), and flexible work from home on Mondays and Fridays.
What’s in it for you
* Contribute to organizational transformation with competitive rewards
* Career progression and development through Capital One University and external training
* Access to core benefits, including pension, bonus, holiday, private medical insurance, and flexible benefits
* Modern workspaces with amenities such as gyms, restaurants, and relaxation areas
How we recruit
We value diversity and inclusivity, aiming to build fair, accessible, and representative teams. We partner with organizations like Women in Finance, Race At Work Charters, Stonewall, and upReach. Internal support networks include REACH, OutFront, Mind Your Mind, Women in Tech, and EmpowHER. For reasonable adjustments, contact ukrecruitment@capitalone.com. For recruitment support, email Careers@capitalone.com.
Who We Are
Capital One is a leading technology-driven financial institution committed to helping customers succeed. We foster a collaborative and innovative environment guided by shared values, where respect and humility are paramount. Our mission is to change banking for good.
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