Offshore Supplier Operational Performance Manager

Job Description

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

Offshore Supplier Operational Performance Manager

Delivering good customer outcomes is at the heart of what we do here at Capital One. This role is crucial for ensuring the flawless resolution for our customers by leading and developing a team, and driving high-performance across a defined portfolio of third-party offshore supplier operations.

Reporting to the Head of Offshore and partnering closely with the broader Operations team and internal stakeholders, you will be accountable for the effective delivery and governance of key customer service outcomes & back-office processes via our offshore partners.

What You’ll Do

• People Leadership: Lead, coach, and develop a high-performing internal team (e.g., Principal Associates/Senior associates), fostering a culture of continuous improvement, high engagement, and results-focused delivery for our customers.

• Supplier Performance Management: Be accountable for the day-to-day management of supplier relationships for a dedicated portfolio of processes, ensuring third parties achieve a range of critical KPIs, including good customer outcomes and delivery against areas of back office processing.

• Continuous Improvement: Proactively identify opportunities, and partner with the suppliers to develop and execute improvements in performance, process efficiency, and risk control.

• Governance & Reporting: Ensure robust supplier performance is effectively governed and reported to Capital One stakeholders, highlighting any risks, emerging trends, and overall supplier health.

• Stakeholder Partnership: Work closely with other key internal areas, such as the Supplier Management Office, the Business Risk Office, and the Process Management team, to ensure the holistic view of the supplier relationship and its performance is understood and aligned.

• Change Management: Support the department's change agenda and prepare the offshore teams to deliver successfully against upcoming business initiatives.

• Data Utilisation: Utilise and analyse performance data to make key business decisions related to the processes and suppliers you support.

What You’ll Bring

• Proven experience in managing and governing day-to-day interactions and performance of outsourced/supplier relationships, with a clear focus on customer service delivery.

• Demonstrable experience of successfully leading, managing, and developing a team of direct reports.

• Solid working awareness of commercial and contractual agreements with outsource partners.

• Experience of building and supporting a culture that fosters high performance and strong engagement.

• Excellent communication skills, both written and verbal, with the ability to build strong internal and external working relationships.

• A genuine passion for people leadership and career development.

• Strong problem-solving skills, with the ability to identify complex problems and come up with effective solutions.

• Comfortable in adapting to change, embracing bold ideas, and 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. You’ll also need to be able to travel offshore to build relationships with key partners in India.

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.

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]

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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.