Head of Strategy - Operations

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire
Head of Strategy - Operations
The Head of Strategy - Operations is a critical member of the UK Card Operations Leadership Team responsible for developing and implementing strategic initiatives to improve customer and operational outcomes within the business.
Reporting to the Head of Operations, this role will lead cross functional teams to execute operational improvement initiatives that deliver on UK Card Operations strategic priorities and ensure delivery of good customer outcomes. In addition, this role is central to day-to-day management of the Operations team serving as Chief of Staff and leading a cross functional team to deliver well managed change into Operations, and overseeing the executive management system to ensure effective decision making. You will also play a key role in supporting the Head of Operations in leading and managing large cross functional business priorities, such as key regulatory change initiatives and enterprise priorities.
UK Card Operations includes approximately 650 UK-based associates and 700 associates at our third party supplier sites offshore. Teams are responsible for the design and delivery of processes to provide customer service and support across voice and digital channels, spanning Fulfilment, Customer Service, Fraud, Collections, and Complaints; and for overseeing the performance of third party suppliers across the operational footprint.
Responsibilities:

• Lead cross-functional teams to develop strategic plans through data-driven analysis and implement operational improvement initiatives to enhance effectiveness and efficiency
• Responsible for delivering and championing a clear understanding and assessments of the Return on Investment for key initiatives
• Oversee the delivery of exceptional change management practices across the operation, ensuring clear understanding of change impacts and assessments post-launch, and influencing the direction & prioritisation of the delivery function
• Accountable for the Operations Leadership Team management system, including strategy deployment and connection to executive decision forums, to enable transparency, efficiency and effectiveness
• Accountable to Head of Operations for management of annual budgets and long-term budget planning, in partnership with Finance
• Lead strategic benchmarking activities working with Operations Leadership, Credit Strategy Analysts, Legal, and Compliance to ensure performance and standards are benchmarked to industry practices
• Lead cross functional teams to deliver against the requirements of senior governance forums, including executive management committees and Board materials
• Serve as proxy for the Head of Operations as necessary with internal and external stakeholders
• Stay up to date with industry trends and best practices in technology, supply chain management, operations, customer experience, and relevant sector regulations
• Champion transformative bodies of work across the organisation with an elevated business-wide narrative, in partnership with Human Resources and Internal Communications
• Partner and develop relationships with key business stakeholders to drive delivery of shared goals, including Technology, Product, Finance, and Risk
• Leverage relationships to influence Business, Operations and partner groups on strategic and relevant issues and topics

The successful candidate will:

• Bring strong analytical, problem solving, and interpersonal skills with the ability to collaborate effectively with diverse teams
• Be a highly effective communicator, able to develop a strategic narrative and comfortable with storytelling across all levels of the organisation
• Bring an exceptional customer-oriented mindset, caring deeply about our customers and our associates
• Have prior experience building and leading diverse, inclusive and high performing teams
• Be willing to challenge the status quo and imagine new ways to tackle challenges we face
• Have an established track record of delivering Operational Excellence initiatives that result in efficiency and quality improvements, and of exceptional horizontal influence skills across various functions and levels
• Be an operator, capable of translating a vision into goals and goals into execution plans
• Be a force-multiplier driving the effectiveness of the team and anticipate what's around the corner
• Be action oriented, always leaning in and moving with a sense of urgency. Results-oriented and able to get things done.
• Have knowledge of UK Financial Services regulation, including Consumer Duty

We are committed to creating 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 Nottingham or London office.
We have a hybrid working model, so you'll be based in our Nottingham or London office 3 days a week on Tuesdays, Wednesdays and Thursdays, and can work from home on Monday and Friday
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. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

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 [email protected] 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 [email protected]
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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.