Operational Delivery Lead

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

Operational Delivery Lead - Collections

About the role:

Our customers are at the heart of everything we do. So we’re looking for someone to join us as an Operations Delivery Lead to engage, motivate, and inspire their team to deliver great customer experiences. 

As an Operations Delivery Lead, you’ll have the opportunity to lead a team of Team Managers within our Collections department. You’ll be responsible for enabling your team to deliver results against KPIs, ensuring customer facing performance is maintained, whilst providing support to your Team Managers on the capability and conduct of their teams.

Your Team Managers should gain insight into individual or team skill and knowledge gaps, and you’ll empower them to act on these, delivering measurable improvements in your area. 

So if you have a passion to lead and develop a talented team of Team Managers, whilst placing customer experience at the heart of everything you do, our Operations Delivery Lead role could be the opportunity you’ve been looking for.

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

• Lead, engage and motivate a team of 4-6 Team Managers

• 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

• Create an environment where associates are managed consistently

• 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

• Empower your team to use insight gained through QA, Feedback, and Coaching sessions to identify gaps in individual or team knowledge. 

• Identify improvements that will support your area’s progression, whilst empowering Team Managers to adopt this mind-set

What we’re looking for:

• Experience of leading a team

• Ability to coach to improve individual performance, using recognised coaching models

• Leading and coaching others to performance against key operational metrics 

• 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 leading a team of  People Leaders

• Experience of leading a team within an Operations department

• Experience within Financial Difficulties, Collections & Recoveries

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.