Operations Delivery Lead - Complaints

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

Nottingham Trent House (95002), United Kingdom, Nottingham, NottinghamshireOperations Delivery Lead - Complaints

About the Role

Our customers are at the heart of everything we do. Operating within a highly regulated landscape governed by strict regulatory timeframes , we are looking for an Operations Delivery Lead to guide, inspire, and develop a high-performing team focused on delivering exceptional customer outcomes.

In this pivotal role, you will coach and support a team of Team Managers in our Complaints department, driving continuous operational improvement. As early adopters of AI in service delivery, you’ll be expected to use cutting-edge technology to transform complaints resolution and elevate customer outcomes. We encourage everyone in the department to bring their ideas on how we can use AI to make our working days slicker! Alongside day-to-day leadership, you will partner closely with the Training Team to identify skill gaps, shape impactful development programs, and build robust capabilities across the department.

If you are an innovative, forward-thinking leader passionate about developing talent, leveraging modern technology, and driving regulatory excellence for our customers, this role offers an exciting opportunity to make a lasting impact.

Key Responsibilities ("What You’ll Do")

• Leadership & Management: Support, guide, and develop 4-6 Team Managers, focusing on big-picture team success rather than day-to-day task management.
• Change Management: Partner with key teams across the business to introduce new ways of working and help the department smoothly adapt to new projects, specifically partnering closely with the Training Team to identify skill gaps, shape impactful development programs,
• Coaching & Development:
  • Guide and upskill Team Managers using practical coaching methods to support their growth and performance.
  • Run coaching sessions for managers to help them become stronger, more confident leaders.
  • Lead training and skills development across the department, using ICTT feedback, QA findings, and customer journey reviews to