Head of UK Operations 197 views

About this role 

Capital One is looking for a Head of UK Operations (VP), to report into the Chief Services Officer and be a member of the UK Leadership team. The operations team comprises of circa 400 associates and approx. 800 associates at our third-party supplier sites offshore.

The Head of UK Operations, is responsible for managing the o

perations function within the UK line of business and encompasses the shared responsibilities of Chief Operations Function (SMF24) specifically relating to the following:

• Responsibility for internal operations – delivery and execution of associated processes and services to customers, including data entry.
• Operational resilience and strategy in relation to customer contact service provisions including the assessment of and scenario testing of key business services.

At Capital One, we believe in the values of Excellence and Doing the Right Thing to ensure we support our customers effectively, and deliver the best possible customer outcomes through every interaction.

What you’ll do

• Day to day management of service levels including the identification and remediation of errors
• Oversight and management of PPI servicing and complaint handling operations
• Setting of strategy in relation to the approach to Complaints, Vulnerable Customers and customers who may be in financial difficulty, provision of Customer Service across all channels, including, Fraud prevention and strategy, Customer Fulfilment (e.g. letters, card production), Complaints Management and Collections activity.
• Providing guidance to project delivery teams on matters relating to customer outcomes and the operation
• Establishing appropriate governance in order to provide oversight of responsibilities of direct reports (e.g. service performance reviews and scorecards, monthly cost reporting, risk management)
• Management of Operating Plans for Operations and any actions arising in line with achievement of the plans.
• Own, manage and supervise the risks which exist within Operations
• Proactive identification and effective management and/or escalation of conduct risk to deliver key customer outcomes
• Provide oversight and management of key supplier relationships, with particular emphasis on those suppliers who are classified as appointed representatives
• Oversight and management of the Fraud strategy credit program through the role of program Credit Officer
• Ensure the effectiveness of the Operations business continuity plan
• The Head of Operations is accountable to the CEO, Head of UK for ensuring that the Operations areas are compliant with all policies
• Be an inspiring people leader to your team, providing focus through vision and prioritisation, and elevating your team through coaching and development
• Establish an organisation design that meets the requirements of the UK business
• Undertake regular assessments of performance and potential and ensure the development and maintenance of staffing plans
• Ensure required professional, technical and competency development is provided to associates within the team

What we’re looking for

• You’ll have experience of leading large Operations teams preferably within the financial services arena with an appreciation of the regulations we operate within. Knowledge of Consumer Duty would be beneficial.
• You will have a real passion for the business results and the people leadership providing personal development of your teams through nurturing and mentoring.
• The ability to lead through higher pressure moments with a calm focus, inspiring the same approach from your team.
•  Good problem solving, judgement, collaboration and communication skills in order to set direction and make appropriate decisions that consider the wider context the business is operating in
• Innovative mindset to customer service using a wide variety of data and information to solve problems
• Ensure required professional, technical and competency development is provided to associates within the team
• You’re able to partner across the broader organisation to drive benefit to the UK business, including building peer to peer relationships .

We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve.  We’d love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women, the LGBTQ+ community and ethnic minority candidates.

Where and how you’ll work

This is a permanent position and will be based in our Nottingham office. We’ve adopted a flexible hybrid working model – one that creates the opportunity to work in your own way, but also provides great spaces for in-person collaboration.

Our core in-the-office days are Tuesday – Thursday – An onsite presence will be key to building the context and team connection as you settle into the role.

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

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. And we offer benefits that attract people at all ages and stages.

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:

• 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

Capital One is committed to diversity in the workplace.If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com  All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.

Who We Are

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.