Capital One Front Line Manager in Nottingham, United Kingdom

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

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.

Front Line Manager

The successful candidate will have the opportunity to manage a team in the busy UK Fraud department, helping and supporting our associates to deliver the best possible experience for our customers. There are a broad range of processes managed within the team including Application Fraud, Account Takeover and Disputes; and the successful candidate will have a passion for managing people, while delivering the best possible outcomes for our customers.

Key role requirements:

  • Lead an engaged and motivated team of 12-14 members

  • 80% of your time being dedicated to coaching and developing your team around our core processes and personal development

  • To understand processes, identify waste & future improvements that will support the areas development and encouraging and empowering your team to also adopt this mind-set

  • Manage the team to deliver against key performance metrics to ensure performance levels are maintained

  • Ensure we are creating the best possible experiences for our customers and building the environment for our associates to deliver this

  • To ensure the purpose of the area is front of mind & is used as a framework to move the department forward

  • To always manage all associates respectfully, lawfully & with integrity

Minimum Required Skills

  • Team leadership experience/skills in an environment where they work to a clear purpose and is centred around driving forward the development of their team members and empowering them to deliver results

  • Ability to coach to improve individual performance, using established techniques and coaching models

  • Ability to identify improvements in the way we work and the process we use and able to make grounded recommendations on how these can develop

  • Able to manage and lead others to performance against key operational metrics such as service delivery and efficiency measures

  • A self-motivated individual who is able to support and initiate change in periods of uncertainty and high volumes

  • Clear communication skills

  • Ability to manage multiple priorities and reprioritise when needed, working with minimal supervision

Desirable Skills:

Previous experience working in a Fraud or Disputes department would be beneficial

Capital One is committed to diversity in the workplace.

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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).