Head of Collections

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

Head of Collections

**About the role**

Delivering good customer outcomes is at the heart of what we do here at Capital One. To help deliver on this objective, we are looking for a highly skilled and experienced Operations professional to lead our Collections function, ensuring that the resolution for our customers is flawless.

Reporting to the Director of Service Delivery and partnering with the rest of the Operations Leadership Team, you will lead an amazing team that delivers our Collections service, ensuring that we put the customer at the heart of everything we do.

**What you’ll do**
- Lead our customer facing teams in order to deliver good customer outcomes in line with our strategy
- Create and champion a culture of coaching and continuous improvement where everyone is focused on achieving results and delivering for our customers
- Build an engaged team where customer facing agents feel valued for what they do, have a supportive working environment and feel inspired to achieve their career goals
- Utilise and analyse data to make key business decisions related to your function
- 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
- Be active in the industry in order to stay well connected and up to date with the collections landscape

**What you’ll bring**
- Experience of leading large Operations teams in a fast paced environment
- Working knowledge of Collections in a Financial Service 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
- A passion for people leadership and career development
- Confident judgement to make autonomous decisions
- Able to identify problems and come up with effective solutions
- You will be comfortable in adapting to change, embracing bold ideas, and are intellectually curious.

**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, particularly for female talent in our industry

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