Join to apply for the Director of Operations Service Delivery role at Capital One

Join to apply for the Director of Operations Service Delivery role at Capital One

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
  
  

• 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
  
  

• 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
  
  

• 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
  
  

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

Referrals increase your chances of interviewing at Capital One by 2x

Get notified about new Director Operations Services jobs in Nottingham, England, United Kingdom.

Nottingham, England, United Kingdom 2 weeks ago

East Midlands, England, United Kingdom 1 week ago

Alfreton, England, United Kingdom 3 weeks ago

Loughborough, England, United Kingdom 4 days ago

Loughborough, England, United Kingdom 2 days ago

Derby, England, United Kingdom 4 days ago

Derby, England, United Kingdom 4 months ago

Derbyshire, England, United Kingdom 1 day ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.