Director of Operations Service Delivery

Capital One is seeking a collaborative and innovative Operations leader passionate about creating and scaling Operational Teams that dramatically change how our customers and associates interact with us. This role will be accountable for delivering our approach to Service Delivery, Process Excellence, and Risk Management in Operations to enable consistent and efficient customer outcomes at scale.

As Director of Operations Service Delivery, you will lead a team of customer-facing associates in the UK and offshore, as well as process professionals. You’ll shape the approach to support our customers, ensuring Capital One’s stability and success, with a focus on continuous improvement.

You will:

• Be the key leadership figure in our front-line teams, demonstrating strong people leadership skills through communication, motivation, and coaching.
• Act as a primary contact and leader for our offshore partners, ensuring key performance targets are met and fostering long-term success through relationship management.
• Champion customer service improvements across all channels.
• Leverage synergies between intent, execution, governance, and technology to deliver industry-leading operations.
• Investigate and invest in solutions that support Capital One’s strategy and stay updated on regulatory changes.
• Create a supportive environment where associates feel valued and understand career opportunities.
• Engage with stakeholders, including regulatory bodies, to ensure compliance.
• Influence senior stakeholders and represent operations at key committees.
• Use data to manage customer experience and operational efficiency, including cost control and waste reduction.
• Manage relationships with operational suppliers.

You will bring:

• Experience leading large operations teams, preferably in financial services.
• Ability to inspire and develop high-performing teams and manage offshore suppliers.
• Problem-solving skills utilizing data.
• Excellent communication skills for stakeholders at all levels.
• Influence and challenge stakeholders credibly.
• Strong networks inside and outside the organization.
• Confident judgment for autonomous decisions.

Where and how you'll work:

This is a permanent role based in Nottingham, with a hybrid working model—working from the office 3 days a week (Tuesdays, Wednesdays, Thursdays) and from home.

What’s in it for you:

• Contribute to a transformative organization and be rewarded accordingly.
• Opportunities for career progression through Capital One University and external training.
• Core benefits including pension, bonus, holiday entitlement, private medical insurance, and flexible benefits.
• Access to inspiring workspaces and facilities at our Nottingham head office.
• Recognition as a great place to work, ranked 15th in the UK’s Best Workplaces in 2025.

Our recruitment approach:

We value diversity and inclusion, partnering with organizations like Women in Finance, Race At Work, Stonewall, and upReach. We offer internal networks such as REACH, OutFront, Mind Your Mind, Women in Tech, and EmpowHER to support our associates. If you require reasonable adjustments, contact ukrecruitment@capitalone.com. For technical support or questions about our process, email Careers@capitalone.com. Capital One is committed to diversity and equal opportunity in employment.

Who We Are

At Capital One, we aim to be a leading information-based technology company, committed to helping our customers succeed through ingenuity, simplicity, and humanity. Guided by our values, we foster collaboration, innovation, and respect, striving to change banking for good.