- Leading the Employee Support Team and responsibility for daily HR operations in the UK – putting customer outcomes at the heart of service delivery - Ensuring strong compliance and quality standards are met alongside team productivity - Driving team performance and ensuring agreed service levels to our employees are maintained via the HR service desk - Handling complex case work and supporting the team with employee escalations - Driving improvements to streamline processes and ensure good customer outcomes- Performing HR Operations Risk Management activities, including risk and control ownership and GDPR compliance actions (e.g., data purging)- Leading differential projects that support the overall vision and direction of the HR Shared Services team including the implementation of Hybrid/Remote Working and new HR Operating & QA models - Supporting Senior Management by preparing data and contributing to HR Shared Services governance

- Ensuring agent impacting change in Operations is assessed, understood and embedded effectively with our frontline teams - Leading the UK New Hire journey and defining the Nesting Strategy from recruitment through to production - Engaging, motivating and coaching the New Hire Leads to provide a best-in-class joining experience for our newly recruited frontline agents - Ensuring agents and team leaders have the tools and support they need to deliver great customer outcomes - Supporting my direct reports with the management of capability & conduct issues within their own reporting lines - Leading and supporting the delivery of key change initiatives including the Risk Operations Improvement Programme, the expansion of UK Collections and Persistent Debt- Effective collaboration with key stakeholders to ensure change is delivered with the needs of a contact centre front of mind - suboptimal processes and waste are challenged & timebound - Ownership of a clear and consistent agent communications strategy which engages front line agents

- Managing Risk Operations processes in line with the Capital One Process Standard, ensuring that processes were designed to meet Capital One business intent- Leading SLQ2CQ reviews and process certifications in line with schedule - Led process reviews to scope, initiate and deliver measurable process improvements - utilising data, strong stakeholder management and partnership with other business areas - Led regular reviews of business processes to ensure that risks were mitigated through the effective use of a robust suite of controls and ensured regulatory applicability was appropriately managed- Identification of process gaps - defining and prioritising gaps to ensure comprehensive preparation for testing and audit

- Leading several specialist teams dealing with complaints, vulnerable consumers and those in financial difficulty- Driving department performance through effective team management in a highly regulated environment- Working towards great customer outcomes that deliver against business KPIs- Implementation of strategic change through the identification of waste and process improvements- Fostering a productive relationship with HR - driving positive policy change for the business and workforce- Creating fully competent and engaged associates through a culture of coaching and mentoring- Effective use of the performance management, capability and disciplinary process- A comprehensive understanding of the financial industry including risk and mitigation of risk in the financial sector - Ensuring all employees are managed respectfully, lawfully and with integrity