Operations Delivery Lead - Complaints

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

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.

Responsibilities

• 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 guide your plans.
• Performance & Compliance:
  • Create a fair, supportive, and consistent work environment for all team members.
  • Help your team meet key goals and maintain high standards of service.
  • Work closely with the service focussed Operations Lead and step in to cover their role when needed.
  • Support managers in handling team performance, skill gaps, and workplace standards thoughtfully and effectively.
• Quality & Continuous Improvement:
  • Encourage managers to use customer feedback and quality reviews to find areas where the team can learn and improve.
  • Look for ways to improve overall operations, and build a culture where managers are actively looking for improvements too.

Internal Networks

• 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

Desirable Skills & Experience

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

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.

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:

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

About Capital One

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Location and Work Model

This is a permanent position and will be based in our Nottingham offices. Our flexible, hybrid working model gives you the opportunity to work both remotely and in our offices, which provide great spaces for in-person collaboration. Our core office days are Tuesday to Thursday, but the number of days you actually spend in the office will be led by your team, the work you're doing and your preferences. Many of our associates have flexible working patterns, so we're open to discuss flexible working arrangements with you.