AI-Driven Complaints Operations Lead

Capital One; Nottingham; In loco; GBP 65.000 - 90.000; Tempo pieno

Descrizione del lavoro

Capital One (Europe) plc in the UK seeks an Operations Delivery Lead to guide a high-performing Complaints team in a regulated environment. You will coach 4–6 Team Managers, drive continuous improvement, and use cutting-edge AI to elevate customer outcomes while partnering with Training to close skill gaps.

You are an innovative leader who can translate regulatory requirements into practical ways of working, build robust capabilities, and deliver exceptional customer service outcomes in

Mansioni

• Leadership & Management: Support, guide, and develop 4–6 Team Managers to drive team success.
• Change Management: Partner with key teams to introduce new ways of working and help the department adapt to projects, in collaboration with Training.
• Coaching & Development: Run coaching sessions and lead training across the department using feedback and QA findings to improve outcomes.

Descrizione del lavoro

Capital One (Europe) plc in the UK seeks an Operations Delivery Lead to guide a high-performing Complaints team in a regulated environment. You will coach 4–6 Team Managers, drive continuous improvement, and use cutting-edge AI to elevate customer outcomes while partnering with Training to close skill gaps.

You are an innovative leader who can translate regulatory requirements into practical ways of working, build robust capabilities, and deliver exceptional customer service outcomes in