Customer Service Operations Process Leader

3 weeks ago


Nottingham, Nottingham, United Kingdom Capital One Full time

Position Overview

We are seeking a skilled Process Manager to oversee our Customer Service operations team. This role requires a proactive individual who can effectively manage process-related risks, comprehend the implications of changes, and identify opportunities for ongoing enhancement. Your primary focus will be on refining existing processes to ensure exceptional outcomes for our clients while also discovering and implementing innovative solutions.

Key Responsibilities

  • Guide and mentor a team to establish successful processes through adept risk and change management, while actively pursuing improvement opportunities.
  • Maintain comprehensive documentation for the Customer Service processes, including call flows.
  • Act as a point of escalation within your team to resolve issues and events promptly.
  • Design efficient processes that yield positive results for both our clients and the organization.
  • Conduct thorough analysis of processes from the perspectives of the business, customers, and other stakeholders, introducing innovative strategies to achieve consistent and impactful outcomes.
  • Exhibit strong process management capabilities by tracking performance metrics and monitoring process effectiveness.
  • Prioritize changes in critical operational areas to maximize business value.
  • Demonstrate leadership qualities and support the vision of the Operations team to achieve excellent results for our clients and the organization.
  • Continuously enhance your toolkit of process improvement techniques and share insights with the team.
  • Serve as a key stakeholder or lead for Operations on projects, collaborating with Technology, suppliers, and broader business stakeholders to ensure processes are efficient and aligned with key business objectives.
  • Ensure compliance with regulations, manage identified risks, and keep documentation relevant and up-to-date.

Qualifications

  • Proven experience in leading a process or delivery-focused Customer Service team within the Financial Services sector.
  • Strong analytical skills with a high level of numerical proficiency to quickly identify trends and opportunities in data.
  • Exceptional attention to detail to grasp key operational processes, systems, and technologies.
  • Experience with LEAN or Six Sigma methodologies is preferred, along with the ability to coach others.
  • Background in Risk Management.
  • Capability to lead teams, either directly or indirectly.
  • Ability to collaborate cross-functionally with various stakeholders to drive essential business decisions.
  • A commitment to continuous learning through training and knowledge sharing to foster innovative solutions.
  • Strong decision-making skills with a balanced approach to business, maintaining a customer-centric focus.
  • Experience in a contact centre environment is advantageous.

We are dedicated to fostering a diverse and inclusive workplace, welcoming applications from individuals who identify with under-represented groups in our industry.

Work Environment

This is a permanent position with a hybrid working model that offers flexibility to work both from the office and remotely.

Benefits

  • Competitive compensation and opportunities for career advancement.
  • Access to core benefits including a pension scheme, bonus structure, generous vacation time, and private medical insurance.
  • Modern workspaces and facilities designed to inspire and support employees.

Recruitment Philosophy

We are committed to hiring the best talent and building diverse teams. Our recruitment process is designed to be fair and accessible, ensuring that we attract individuals from all backgrounds.



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