Head of Collections

3 weeks ago

Nottingham, United Kingdom Capital One - UK Full time

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Head of Collections - Onshore & Offshore

**About the role**

We’re looking for a Head of Collections with a passion for customer service to join our Operations Leadership team.

As the Head of Collections, you will lead a dedicated Customer Support team in the UK, as well as managing our outsourced offshore partners, to ensure we work with our customers to achieve the right solution, and make their journey as smooth as possible.

**What you’ll do**
- Act as a key point of contact and leadership for our offshore outsourced partners as well as leading our in-house UK collection teams
- Create and champion a culture of coaching and continuous improvement where everyone is focused on achieving results and delivering for our customers
- Build a supportive environment where front line agents feel valued for what they do, and feel inspired to achieve their career goals
- Own the relationship with our outsourced partners, ensuring our values are shared and outcomes are delivered - occasionally travelling to India
- Utilise data to continue to drive the operation forward
- Own the day to day supplier relationships that enable the Operation to deliver results
- Work in parallel with our change agenda and prepare the Operation to deliver against upcoming initiatives
- Ensure the Operation is well resourced and equipped in order to meet its KPIs
- Work with the wider Operations leadership team to create and deliver the function’s vision

**What you’ll bring**
- Experience of leading large Operations teams in a fast paced, customer focused environment
- Working knowledge of Collections preferably within a financial services environment
- Experience of building a culture that fosters performance and high engagement
- Excellent communication skills, with the ability to build strong internal and external relationships
- Previous exposure to managing offshore suppliers
- A passion for people leadership and career development
- Confident judgement to make autonomous decisions
- Ability to identify problems and come up with effective solutions utilising data

**Where and how you'll work**

This is a permanent position and will be based in our Nottingham offices. 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. 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, particular

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