Nottingham Trent House (95002), United Kingdom, Nottingham, NottinghamshirePrincipal Operational Delivery Lead - Complaints About the role
You’ll also be responsible for engaging with external stakeholders, where you’ll be active in the industry, staying well connected and up to date with the landscape for the business area.
Reporting to the Head of Complaints you’ll have the opportunity to also lead our specialist teams within our Complaints department. You’ll personally take the lead on the implementation of significant new initiatives across the whole of complaints. Support your team with coaching and developing of their teams using recognised coaching models
Carry out coach the coach sessions to continually improve Team Manager performance
Effectively manage your team to deliver against KPIs to ensure that performance levels are maintained
Support your team with management of both capability and conduct within their teams
Demonstrate leadership skills and support the Operations team’s vision, to deliver great outcomes for both our customers and business
Be quick to adapt to actual or potential regulatory changes
Strong understanding of using and manipulating data from various sources to make informed decisions
A drive for continued learning through training opportunities and knowledge sharing to develop innovative solutions
Experience in mass UL claims and service related complaints
Ability to work cross-functionally with lots of stakeholders to drive critical business decisions
Leading and coaching others to performance against key operational metrics, using recognised coaching models
A good decision maker, able to bring a healthy, balanced approach to business with a strong customer focus
Recognise and reward great performance
This is a permanent position based in our Nottingham offices.
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 our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.
Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works 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
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 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
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. For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.Capital One Financial is made up of several different entities. 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 believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. 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.