Principal Operational Delivery Lead - Fraud

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

Principal Operational Delivery Lead - Fraud

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 [email protected]  All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.

Who We Are

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.