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

Operations Change Management Specialist

About the role

We’re looking for a motivated Senior Associate with great project delivery, change management and communication skills  to help manage our Operations Change Management and governance processes. You will sit as part of a wider team of Operations Chief of Staff team and be a key part in ensuring that change is delivered consistently to a high standard into our Operation. 

This role will be responsible for the day-to-day oversight of the Operations Change Management process and governance forums which support the Head of Operations UK and Operations leadership team to govern the department. This will involve escalating concerns and blockers where appropriate and thinking of ways to improve the effectiveness of both the processes and governance currently in place.  As well as this you will also have the opportunity to help problem solve on the more complex changes, stepping in to support strategic priorities and specific events/ issues/ as required on an ad hoc basis.

You will be pivotal in maintaining strong engagement with both the Change Management process and Operations governance, as well as building a strong network across the business and ensuring that our high standards are met on a consistent basis.

What you’ll do: 

• Oversee the day-to-day running of the Operations Change Management process, supporting associates in Operations and the wider business as needed throughout the end-to-end change process.

• Managing the overall Operations change schedule, liaising closely with Change Delivery Leads, outcome teams and Operations stakeholders to maintain an up-to-date and accurate picture of change across the department. 

• Providing regular updates to senior management, both in Operations and across our partners, on the change schedule and key status updates, risks and issues which require their attention.

• Raise any concerns identified throughout the delivery of the change, stepping in where appropriate to facilitate conversations between requesters and Operational stakeholders to ensure requirements are captured and understood, blockers are removed and the Operation is ready to receive the change successfully. 

• Oversight of our Operational change reporting by making sure each change remains up to date in our system of record (Jira)  and owning the completion of metrics that identify where there may be gaps in our processes. 

• Tracking benefits realisation of changes to the Operation, ensuring that benefits and improvements committed to by projects are fully realised.

• Identify ways in which our processes can be improved, both efficiencies for our own team but also in consideration to the experience of our stakeholders. Work with the right people across the business and your wider Operational team to implement these improvements. 

• Coordinate the monthly Operations governance cycle to support the Operations Leadership team and wider partners. This includes daily stand ups and monthly decision meetings which are critical to the running of the department.

• Lead on changes and improvements to Operations governance to help the Operations Leadership team to effectively run the department and discharge their responsibilities.

• Lead on changes and improvements to Operations culture and engagement to ensure the department delivers on its engagement and inclusion objectives.

• Partner with appropriate teams to support changes to reporting and MI which feed into Operations governance on a regular basis.

What we’re looking for: 

• Good communications skills, both written and verbal. You will be comfortable to work with multiple stakeholders, including those at Senior Leadership team  level in Operations and the wider business. 

• Results focused; a drive to ensure that the processes you are responsible for remain consistently executed to a high standard and an overall desire to support our intent of landing change successfully. 

• Good stakeholder management skills, building and maintaining strong relationships across the business to support the effectiveness of Operations governance and processes.

• Good judgement, knowing when to step in and when blockers need escalating to management. Highlighting potential issues ahead of time and aiming to resolve before the pace of delivery is disrupted. 

• A methodical, diligent approach to execution of tasks and great attention to detail. 

• Experience in delivery of change is desirable but not essential.

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 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 running track or an espresso at the Workshop Coffee café

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