Head of UK Operations

Job Description

Nottingham Trent House (95002), United Kingdom, Nottingham, NottinghamshireHead of UK Operations About this roleCapital One is looking for a Head of UK Operations (VP), to report into the Chief Services Officer and be a member of the UK Leadership team. The operations team comprises of circa 400 associates and approx. 800 associates at our third-party supplier sitesoffshore. The Head of UK Operations, is responsible for managing the operations function within the UK line of business and encompasses the shared responsibilities of Chief Operations Function (SMF24) specifically relating to the following:

• Responsibility for internal operations - delivery and execution of associated processes and services to customers, including data entry.
• Operational resilience and strategy in relation to customer contact service provisions including the assessment of and scenario testing of key business services.

At Capital One, we believe in the values of Excellence and Doing the Right Thing to ensure we support our customers effectively, and deliver the best possible customer outcomes through every interaction.What you’ll do

• Day to day management of service levels including the identification and remediation of errors
• Oversight and management of PPI servicing and complaint handling operations
• Setting of strategy in relation to the approach to Complaints, Vulnerable Customers and customers who may be in financial difficulty, provision of Customer Service across all channels, including, Fraud prevention and strategy, Customer Fulfilment (e.g. letters,card production), Complaints Management and Collections activity.
• Providing guidance to project delivery teams on matters relating to customer outcomes and the operation
• Establishing appropriate governance in order to provide oversight of responsibilities of direct reports (e.g. service performance reviews and scorecards, monthly cost reporting, risk management)
• Management of Operating Plans for Operations and any actions arising in line with achievement of the plans.
• Own, manage and supervise the risks which exist within Operations
• Proactive identification and effective management and/or escalation of conduct risk to deliver key customer outcomes
• Provide oversight and management of key supplier relationships, with particular emphasis on those suppliers who are classified as appointed representatives
• Oversight and management of the Fraud strategy credit program through the role of program Credit Officer
• Ensure the effectiveness of the Operations business continuity plan
• The Head of Operations is accountable to the CEO, Head of UK for ensuring that the Operations areas are compliant with all policies
• Be an inspiring people leader to your team, providing focus through vision and prioritisation, and elevating your team through coaching and development
• Establish an organisation design that meets the requirements of the UK business
• Undertake regular assessments of performance and potential and ensure the development and maintenance of staffing plans
• Ensure required professional, technical and competency development is provided to associates within the team

What we’re looking for

• You’ll have experience of leading large Operations teams preferably within the financial services arena with an appreciation of the regulations we operate within. Knowledge of Consumer Duty would be beneficial.
• You will have a real passion for the business results and the people leadership providing personal development of your teams through nurturing and mentoring.
• The ability to lead through higher pressure moments with a calm focus, inspiring the same approach from your team.
• Good problem solving, judgement, collaboration and communication skills in order to set direction and make appropriate decisions that consider the wider context the business is operating in
• Innovative mindset to customer service using a wide variety of data and information to solve problems
• Ensure required professional, technical and competency development is provided to associates within the team
• You’re able to partner across the broader organisation to drive benefit to the UK business, including building peer to peer relationships .

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 areparticularly keen to hear from women, the LGBTQ+ community and ethnic minority candidates.Where and how youll workThis is a permanent position and will be based in our Nottingham office. We’ve adopted a flexible hybrid working model - one that creates the opportunity to work in your own way, but also provides great spaces for in-person collaboration.Our core in-the-office days are Tuesday - Thursday - An onsite presence will be key to building the context and team connection as you settle into the role.What’s in it for you

• Bring us all this - and you’ll be well 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. In London, you can heighten your mood with a run on our rooftop runningtrack or an espresso at the Workshop Coffee café

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