Process Manager - Customer Fulfilment

About this role:

We're looking for a seasoned Senior Associate Process Manager to join our Customer Fulfilment Process Management Team. You will be responsible for driving end-to-end process excellence, proactively mitigating risk, and optimising supplier performance to deliver exceptional customer outcomes. You will specialise in the management of customer communications, card issuance, and incoming mail processes, ensuring that our operations are resilient, compliant, and continuously improving.

What you’ll do:

• Proactive Risk Management: Own the risk profile of the process, proactively managing risks across day-to-day operations and when embedding change. Design and implement robust preventative and detective controls to ensure a well-managed process environment

• Supplier Management: Actively manage supplier performance to ensure service continuity, operational excellence, and process stability every time. Foster strong partnerships that drive accountability and high-quality delivery

• Process Improvement & Root Cause Analysis: Leverage advanced process management methodologies (e.g., Lean, Six Sigma, Root Cause Analysis) to identify, prioritise, and implement impactful solutions. Don't just fix issues; get to the root cause to prevent recurrence

• Change Leadership: Assess the complex impacts of change initiatives early, embedding changes seamlessly into the process and ensuring stakeholders are fully aligned

• Stakeholder Engagement: Partner with cross-functional stakeholders—including Operations, Supplier Management, and Tech—to resolve complex process breakdowns, ensuring rapid issue resolution and sustained performance improvement

• Strategic Advisory: Serve as a subject matter expert and key point of contact for business projects, providing strategic guidance on process design, documentation, and operational strategy

What we’re looking for:

• Attention to Detail: A keen attention to detail, to be able to understand key operational processes, systems and technology

• Strategic Prioritisation: The ability to effectively manage competing priorities, with clear communication to stakeholders

• Influential Collaboration & Delivery: Skilled at navigating the organisation to build consensus, secure stakeholder buy-in, and successfully drive change

• Strong Judgement: Ability to balance business goals with an unwavering focus on the customer

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.