About the role
Our customers are at the heart of everything we do. So we’re looking for someone to join us as an Principal Operational Delivery Lead to drive ongoing enhancements for the department on continuous improvement, shaping & implementing initiatives to support our ongoing growth; and to engage, motivate, and inspire their team to deliver great customer experiences. You’ll also be responsible for engaging with external stakeholders, where you’ll be active in the industry, staying well connected and up to date with the landscape for the business area.
Reporting to the Fraud Operations Manager, you’ll have the opportunity to lead a team of specialists within our Fraud department. You’ll lead our Team Managers, and have oversight of our Fraud Investigations Team, and also our Fraud Subject Matter Experts (SME’s). In addition to this, you’ll also manage other specialist teams.
What you'll do:
Work alongside key stakeholders on our change agenda, and prepare the department to deliver against upcoming initiatives and embed them effectively
Identify and deliver ongoing enhancements to the department
Work in partnership with internal and external stakeholders to drive new and impactful opportunities
Oversee and maintain 3rd party relationships, driving the strategic direction
Drive consistent outcomes through the utilisation of insight gained through a variety of channels
Lead, engage and motivate a team of Team Managers
Support your team with coaching and developing of their teams using recognised coaching models, and carry out coach the coach sessions to continually improve Team Manager performance
Effectively manage your team to deliver against KPIs to ensure that performance levels are maintained
Support your team with management of both capability and conduct within their teams
Demonstrate leadership skills and support the Operations team’s vision, to deliver great outcomes for both our customers and business
Deal with external threats, supporting the team that investigate High value, complex and organised fraud
Protect Capital One and its customers against fraud losses by providing insight into fraud trends, risks and threats
Prepare the business and its processes to deliver defence strategies using case investigation and intelligence
Prevent future losses by responding to internal and external changes and modernisation, and continually find new ways of delivering insight across Operations
Pursue any Individual or organisation suspected of committing fraud against Capital One and by extension its customers by complex case Investigation and maintaining links with industry and Law enforcement
What we're looking for:
Experience in leading others, either directly as line manager or indirectly
Ability to work cross-functionally with lots of stakeholders to drive critical business decisions
Experience in driving significant ongoing enhancements to a team or department
Leading and coaching others to performance against key operational metrics, using recognised coaching models
A drive for continued learning through training opportunities and knowledge sharing to develop innovative solutions.
A good decision maker, able to bring a healthy, balanced approach to business with a strong customer focus
Resilient and able to initiate change in periods of high volumes
Demonstrate of solid judgement in decision-making
Recognise and reward great performance
Desirable skills and experience:
Experience of using LEAN or Six Sigma methodology
Experience in management of Fraud
Experience working with 3rd party relationships across the industry
Experience of leading a team of People Leaders
Experience of leading a team within an Operations department, within a regulated industry
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.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
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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).