Hr Generalist - Customer Success/Process Lead

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire HR Generalist - Customer Success/Process Lead

About this role

In HR Shared Services (HRSS), the employee experience is at the heart of everything we do. We strive to deliver services and products that are simple, intuitive and accessible through flawless delivery of HR processes and a laser focus on the needs of our associates. We’re looking for an Associate Support Customer Success Lead who will be responsible for reimagining the end to end AskHR service and operations in the UK.

Customer Success Lead: Leading efforts to transform associate services to enable customer success.

What you’ll do

• Lead on differential projects that support the overall vision and direction of the HRSS team and deliver improvements to positively impact associate experience.

• Identify opportunities for change in team operations, cyclical projects, technology, and associate / customer impacting processes, to reduce waste, increase productivity and improve customer satisfaction

• Partner with subject matter experts and other members of HR to plan and implement enhancements with wide reaching impact.

• Build sustainable, well controlled processes that support both Capital One policies and legislation.

• Provide thorough training and crafted communications, to support the successful implementation of changes. Where applicable provide a support model for embedding any changes.

• Build open and trusted relationships with HR Partners so that feedback can be positively acted on, and provided to others, to enhance the success of the team’s service delivery offering and remove barriers to success.

• Take responsibility for end-to-end activities and overall performance / quality - and in doing so, assess trends and ensure that work distributed in the team by the Associate Support Service lead is being progressed and handled in line with expectations. In addition, to make recommendations for continuous improvement to streamline processes and ensure a positive associate / customer experience.

• Prepare updates for Key Stakeholders in order to contribute to HRSS governance meetings, Determine and ensure further escalation and reporting where appropriate.

• Perform HR service risk management activities, including Risk and Control ownership and compliance management actions

What we’re looking for

• You will be an HR Generalist and have experience in delivering HR first line services, identifying and implementing change in service of a great employee experience.

• You thrive on providing a ‘best in class’ HR service and can demonstrate passion and success in delivering excellent customer service. Ideally you’d have some knowledge on employee relations, too, in order to liaise with our employee relations team (known as Associate Relations) in a credible manner.

• You’ll have excellent stakeholder management skills.

• You’re an effective communicator with excellent critical thinking and problem solving skills and can bring examples of how you’ve used data to identify insights that resulted in positive outcomes.

• You’re always seeking out opportunities for improvements which would positively benefit the experience of our associates and are comfortable asking the right questions to encourage stakeholders to think differently about our processes.

• You have excellent attention to detail and pride yourself on delivering high levels of service at all times.

• Ideally you’ll have great excel/spreadsheet skills and be able to demonstrate curiosity in relation to data, the story it tells, and how this influences action for the team.

We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. We’d love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women and ethnic minority candidates.

Where and how you'll work

This is a permanent position based in our Nottingham office.

We have a hybrid working model which gives you flexibility to work from our offices and from home.

We’re big on collaboration and connection, so you’ll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.

Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

What’s in it for you

• Bring us all this - and you’ll be handsomely rewarded with a role contributing to the roadmap of an organisation committed to transformation

• We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

• Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave

• Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms.

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies

• OutFront – to provide LGBTQ+ support for all associates

• Mind Your Mind – signposting support and promoting positive mental wellbeing for all

• Women in Tech – promoting an inclusive environment in tech

• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our 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.

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.