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

Principal Operational Delivery Lead - Complaints

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, 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 Head of Complaints you’ll have the opportunity to also lead our specialist teams within our Complaints department. You’ll personally take the lead on the implementation of significant new initiatives across the whole of complaints. In addition to this, you’ll manage and define the strategy for our external relationships to create mutually beneficial interactions.

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

• Be responsible for our specialist teams and any external relationships associated with these

• Lead, engage and motivate your team

• Support your team with coaching and developing of their teams using recognised coaching models

• 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

• Be quick to adapt to actual or potential regulatory changes 

What we’re looking for:

• Experience in leading others, either directly as line manager or indirectly 

• Experience in driving significant ongoing enhancements to a team or department 

• Strong understanding of using and manipulating data from various sources to make informed decisions

• A drive for continued learning through training opportunities and knowledge sharing to develop innovative solutions

• Experience in mass UL claims and service related complaints

• Working knowledge and experience of FOS and CMC activity

• Ability to work cross-functionally with lots of stakeholders to drive critical business decisions

• Leading and coaching others to performance against key operational metrics, using recognised coaching models 

• 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 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

Where and how you’ll work

This is a permanent position based in our Nottingham offices.  

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.