Operations Manager (Financial Support)
About this Role
Our customers are at the heart of everything we do. So we’re looking for someone to join us as an Operations Manager to engage, motivate, and inspire their Delivery Leads to deliver great customer experiences across our Financial Support department.
As the Delivery Manager for Financial Support, you’ll have the opportunity to lead a team of Operations Delivery Leads. You’ll be responsible for enabling your leaders to deliver results against department-wide KPIs, ensuring that the entire operation's performance is maintained, whilst providing high-level support to your Delivery Leads on the strategic capability and leadership culture of their respective areas. Your Delivery Leads should gain insight into departmental trends and systemic performance gaps, and you’ll empower them to act on these, driving structural and cultural improvements across Financial Support.
So if you have a passion to lead and develop a senior team of Delivery Leads, whilst placing long-term customer strategy and operational excellence at the heart of everything you do, this Operations Manager role could be the opportunity you’ve been looking for
.
What you’ll do
Strategic Change: Work as a key partner with senior stakeholders to define the change agenda, ensuring the department is structurally ready to deliver and sustain upcoming strategic initiatives.
Senior Leadership: Lead, engage, and motivate a team of Operations Delivery Leads, fostering a culture of accountability and high performance.
Coaching: Support your Delivery Leads with coaching and professional development, focusing on strategic thinking and large-scale people management.
Operational Governance: Create an environment where performance is managed holistically, ensuring regulatory compliance and internal policies are embedded at every level.
Strategic KPI Delivery: Effectively manage your leadership team to deliver against departmental targets, ensuring that service levels and customer outcomes remain stable during growth or change.
Culture & Conduct: Support your team with the management of senior-level capability and the overall conduct/morale of the wider Financial Support operation.
Trend Analysis & Insight: Empower your Delivery Leads to move beyond daily metrics, using departmental insight to identify long-term trends in customer behaviour or operational friction.
Innovation & Progression: Identify macro-level improvements that will transform the department's efficiency, whilst empowering your Delivery Leads to drive a continuous improvement mindset in their own teams.
What we're look for
Leadership of Leaders: Proven experience in managing other People Leaders or Delivery Leads within a large-scale operation.
Strategic Coaching: Ability to coach at a senior level to improve leadership performance and strategic output.
Operational Strategy: Experience in delivering performance against complex, multi-layered operational and financial metrics.
Strategic Resilience: Ability to lead through ambiguity and drive large-scale change during periods of high volume or volatility.
Advanced Judgement: Demonstrate expert-level decision-making, balancing commercial requirements with fair customer outcomes.
Engagement & Reward: Ability to build a culture of recognition that resonates across a large, diverse department.
Desirable skills and experience:
Experience of leading a multi-layered Operations department.
Extensive experience within Financial Difficulties, Collections & Recoveries.
Proven track record of delivering large-scale operational transformation or system migrations.
We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. We’d love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women, the LGBTQ+ community and ethnic minority candidates.
Where and how you'll work
This is a permanent position based in our Nottinghamoffices.
Our hybrid working model offers you the flexibility to work from our offices and from home, when you need to.
We're big on collaboration and connection, and so generally encourage our associates to use our offices on Tuesdays, Wednesdays and Thursdays.
The number of days you spend in the office will usually be led by the type of work you’re doing, and the hybrid working patterns of the people you partner most closely with.
Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.
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.
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
If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com 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 Careers@capitalone.com
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.
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