Senior Director, Customer Service and Complaints
Emma is an Operations Professional with over 20 years experience of running large Operations in Financial Services environments. As Senior Director of Operations Delivery at Capital One Emma is responsible for ensuring the right outcomes for customers in all contact centres. In addition she has workforce management and agent knowledge teams within her function. Her focus is to ensure well trained, knowledgeable staff are always available to deliver the best outcome for the customer and she does this across an in-house and outsourced model both offshore and in the UK. With a passion for people and delivering great service she relishes the opportunity to recover situations for customers where the expected levels of service may have fallen short. An inspiring leader she strives to get the best out of people focusing on development of people and teams.