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- Tasks: Lead and inspire teams to enhance customer interactions and operational excellence.
- Company: Capital One is a leading tech-driven financial services company focused on customer success.
- Benefits: Enjoy hybrid work, generous holidays, private medical insurance, and access to a fully-serviced gym.
- Why this job: Join a culture of innovation and collaboration, making a real impact in banking.
- Qualifications: Experience in leading operations teams, excellent communication skills, and a data-driven mindset required.
- Other info: Diversity and inclusion are core values; we support various internal networks for personal growth.
The predicted salary is between 43200 - 72000 £ per year.
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
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 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 One\’s 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).
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.
Seniority level
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Seniority level
Director
Employment type
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Employment type
Full-time
Job function
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Job function
Business Development and Sales
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Director of Operations Service Delivery employer: Capital One
Contact Detail:
Capital One Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Operations Service Delivery
✨Tip Number 1
Familiarise yourself with Capital One's values and mission. Understanding their commitment to innovation and customer service will help you align your responses during interviews, showcasing how your leadership style fits within their culture.
✨Tip Number 2
Network with current or former employees of Capital One, especially those in operations roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when discussing your experience.
✨Tip Number 3
Prepare specific examples of how you've successfully led teams in fast-paced environments. Highlight your experience with process excellence and risk management, as these are key aspects of the role that Capital One is looking for.
✨Tip Number 4
Stay updated on industry trends and regulatory changes that could impact operations in financial services. Being knowledgeable about these topics will demonstrate your proactive approach and ability to lead effectively in a dynamic environment.
We think you need these skills to ace Director of Operations Service Delivery
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in operations leadership, particularly in customer-focused environments. Emphasise your ability to inspire and develop teams, as well as any experience with offshore supplier management.
Craft a Compelling Cover Letter: In your cover letter, express your passion for operational excellence and customer service. Use specific examples from your past roles that demonstrate your leadership skills and ability to drive continuous improvement.
Showcase Your Communication Skills: Since the role requires excellent communication with stakeholders at all levels, include examples of how you've effectively communicated complex ideas or influenced decisions in previous positions.
Highlight Data-Driven Decision Making: Mention instances where you've used data to identify problems and implement solutions. This will show your analytical skills and ability to leverage data for operational efficiency, which is crucial for this role.
How to prepare for a job interview at Capital One
✨Showcase Your Leadership Skills
As a Director of Operations Service Delivery, you'll need to demonstrate exceptional people leadership skills. Prepare examples of how you've motivated and coached teams in the past, focusing on your ability to inspire and empower diverse groups.
✨Understand the Customer Perspective
Capital One values a strong voice for the customer. Be ready to discuss how you've championed customer service improvements in previous roles. Think about specific initiatives you've led that enhanced customer outcomes.
✨Highlight Your Data-Driven Decision Making
This role requires leveraging data to manage operations effectively. Prepare to discuss how you've used data to identify problems and implement solutions in your past experiences, showcasing your analytical skills.
✨Build Relationships with Stakeholders
You'll be engaging with various internal and external stakeholders. Share examples of how you've successfully built and maintained relationships, particularly with offshore partners or regulatory bodies, to meet performance targets.
