AI-Driven Complaints Operations Lead

Capital One; Nottingham; Híbrido; GBP 60 000 - 80 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Pension scheme

Bonus

Private medical insurance

Cycle to work

Season-ticket loans

Enhanced parental leave

Gym on site

Office restaurant

Resumo da oferta

Capital One Europe in Nottingham is seeking an Operations Delivery Lead for the Complaints function. You will coach and develop a team of 4–6 Team Managers, drive change, and focus on delivering excellent customer outcomes in a regulated environment.

You'll champion AI-driven improvements, collaborate with Training, and shape development programs to build capability and regulatory excellence across the department. Flexible hybrid working and a Nottingham head office.

Qualificações

• Proven experience leading and coaching team members to improve performance using established coaching models.
• A passion for people and their development.
• Strong analytical skills, with the ability to turn data and insights into practical decisions.
• Resilience and flexibility to guide teams through change in a fast-paced environment.
• A champion of using AI and modern tools to improve efficiency and customer experience.

Responsabilidades

• Lead and develop 4–6 Team Managers to drive high performance.
• Partner with Training to identify skill gaps and shape development programs.
• Guide coaching sessions and lead department-wide training and quality reviews.
• Support managers in handling performance, standards, and improvements.
• Foster a culture of continuous improvement using customer feedback and metrics.

Conhecimentos

Leadership

Coaching

Change management

Data analytics

AI tools

Descrição da oferta de emprego

Capital One Europe in Nottingham is seeking an Operations Delivery Lead for the Complaints function. You will coach and develop a team of 4–6 Team Managers, drive change, and focus on delivering excellent customer outcomes in a regulated environment.

You'll champion AI-driven improvements, collaborate with Training, and shape development programs to build capability and regulatory excellence across the department. Flexible hybrid working and a Nottingham head office.