Director of Operations Service Delivery
Director of Operations Service Delivery
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Salary Not Disclosed
1 Vacancy
Job Description
Capital One is seeking a collaborative and innovative Operations leader whos 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. Youll work as a thought leader across Operations to shape the approach to design and management of how we support our customers to ensure Capital Ones 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 Ones 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 youll 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.
Were big on collaboration and connection so youll be based in one of our offices 3 days a week on Tuesdays Wednesdays and Thursdays.
Whats in it for you
Bring us all this - and youll 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 weve been recognised as a great place to work. In 2025 Capital One was ranked 15th in the UKs 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 its about what you do not just what you say. Thats 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
If you require a reasonable adjustment please contact All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
For technical support or questions about Capital Ones recruiting process please send an email to
Capital One does not provide endorse nor guarantee and is not liable for third-party products services educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Required Experience:
Director
Employment Type
Full-Time
