Operations Manager (Financial Support) – Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire About this Role Our customers are at the heart of everything we do. We’re looking for an Operations Manager to engage, motivate, and inspire Delivery Leads to deliver great customer experiences across our Financial Support department. As the Delivery Manager for Financial Support, you’ll lead a team of Operations Delivery Leads, enabling them to deliver results against department-wide KPIs, maintaining overall performance while providing high‑level support on strategic capability and leadership culture. You will empower Delivery Leads to act on departmental trends and systemic performance gaps, driving structural and cultural improvements across Financial Support. 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 while encouraging a continuous improvement mindset in their own teams.

What we’re looking 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.

What’s in it for you

Opportunity to influence the roadmap of a transformation‑focused organisation. Strong and diverse career progression, supported by Capital One University training programmes and external providers. Immediate access to core benefits: pension scheme, bonus, generous holiday entitlement, private medical insurance, with flexible benefits such as season‑ticket loans, cycle‑to‑work scheme and enhanced parental leave. Open‑plan workspaces and facilities designed to inspire, including a fully‑serviced gym, subsidised restaurant, mindfulness and music rooms at the Nottingham head‑office.

Location and Working Arrangements This is a permanent position based in our Nottingham office. Our hybrid working model offers flexibility to work from our offices and from home when needed. We encourage associate use of the office on Tuesdays, Wednesdays and Thursdays, with arrangements tailored to the nature of work and team collaboration. Equal Opportunity We are committed to creating a level playing field and seek to build teams that are representative of our customers and the communities we serve. We especially welcome applications from women, the LGBTQ+ community, and ethnic minority candidates. If you would like any reasonable adjustment during the recruitment process, please let us know. #J-18808-Ljbffr