Director of Operations Service Delivery

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Director of Operations Service Delivery

Capital One is seeking a collaborative and innovative Operations leader who's passionate about creating and scaling Operational Teams that dramatically change the way our customers and  associates interact with us. 

This role will be accountable for owning and delivering our approach to Service Delivery,  Process Excellence and Risk Management in Operations to enable the delivery of consistent and efficient customer outcomes at scale.

As Director of Operations Service Delivery, you will be responsible for leading a team of customer facing associates in the UK and offshore as well as a team of process professionals. You’ll work as a thought leader across Operations to shape the approach to design and management of how we support our customers to ensure Capital One’s continued stability and success, whilst having a key focus on continuous improvement.

You will:

• Be the key leadership figure in our in-house front-line teams, demonstrating exceptional people leadership skills through effective communication, motivation and coaching

• Act as a key point of contact and leader for our offshore outsourced partners, ensuring that key performance targets are met, whilst also investing in the long term success of the partnerships through strong relationship building and management

• Be a powerful voice of the Customer within Capital One, proactively identifying and championing ideas that will improve Customer service and outcomes, across all servicing channels

• Leverage synergies between intent, execution, governance and technology to deliver an industry leading Operations function

• Investigate and invest in solutions and processes that accelerate Capital One’s Operations strategy, whilst also keeping up to date on any key regulatory changes that could impact the Operation

• Build a supportive environment where customer facing associates feel valued and appreciated for the role they play in supporting our customer, and understand their range of career opportunities within Capital One

• Engage with internal and external stakeholders, including regulatory bodies as needed, to ensure our approach to process meets all required standards

• Influence senior stakeholders, internal customers & our Enterprise partners to deliver on our operational strategy

• Represent Operations performance at key business-wide committees 

• Understand and effectively leverage a data-rich environment to manage both the customer experience and the efficiency of the operation effectively. Demonstrate effective cost control and waste reduction identification where possible

• Be accountable for the ongoing relationship with multiple key operational suppliers 

• Support, partner and interact with internal business clients including Risk, Compliance, Legal, Enterprise Risk Management, Operational Risk Management, and Audit

You will bring

• Experience of leading large Operations teams in a fast paced, customer focused environment, preferably with relevant experience within financial services 

• A demonstrated ability to inspire, empower and develop a diverse team of high performing operations professionals, fostering a culture of high engagement

• Previous experience in managing an offshore supplier network 

• Ability to identify problems and come up with effective solutions utilising data 

• Excellent communication skills, with an ability to clearly communicate to stakeholders at all levels across the business and to external stakeholders, including offshore partners and regulators 

• A willingness and ability to influence and effectively challenge stakeholders with credibility at all levels business

• An ability to build and leverage relevant networks inside and outside the organisation

• Confident judgement to make autonomous decisions 

Where and how you'll work

This is a permanent position based in our Nottingham office.  

We have a hybrid working model which gives you flexibility to work from our offices and from home. 

We’re big on collaboration and connection, so you’ll be based in one of our offices 3 days a week on Tuesdays, Wednesdays and Thursdays.

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

• Year after year we’ve been recognised as a great place to work. In 2025, Capital One was ranked 15th in the UK’s Best Workplaces™ list

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 [email protected]  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.