AI-Driven Complaints Operations Lead (Hybrid)

Velocity Mobile Ltd.; Nottingham; Ibrido; GBP 52.000 - 72.000; Tempo pieno

Descrizione del lavoro

Capital One in Nottingham is seeking an Operations Delivery Lead to coach and develop 4–6 Team Managers within the Complaints department. You will guide performance, lead change initiatives, and partner with Training to close skill gaps, while driving regulatory excellence and continuous improvement.

The role operates in a hybrid model, with core collaboration in the Nottingham head office and flexible working arrangements. You will also champion AI-enabled service delivery initiatives.

Competenze

• Experience managing team leaders or people managers.
• Background in operational delivery within financial services or customer service environments.
• Knowledge of regulated complaint resolution, including FOS guidelines.

Mansioni

• Provide coaching and development for 4–6 Team Managers to boost performance.
• Lead change initiatives and partner with Training to close skill gaps.
• Ensure high standards of service and a fair, supportive work environment.
• Collaborate with the Operations Lead and cover their role when needed.
• Drive continuous improvement using customer feedback and quality reviews.

Conoscenze

Team leadership

Operational delivery

Regulated compliance

Coaching ability

Descrizione del lavoro

Capital One in Nottingham is seeking an Operations Delivery Lead to coach and develop 4–6 Team Managers within the Complaints department. You will guide performance, lead change initiatives, and partner with Training to close skill gaps, while driving regulatory excellence and continuous improvement.

The role operates in a hybrid model, with core collaboration in the Nottingham head office and flexible working arrangements. You will also champion AI-enabled service delivery initiatives.