Norton Group has announced the appointment of Rachel Wilks as its new operations director.

Wilks joins Norton Group from Capital One where she worked for 24 years, most recently in a senior leadership position where she was responsible for the firm’s servicing, change and delivery teams.

During her time at Capital One, Wilks was instrumental in the sponsorship and development of an operations internship scheme which enabled customer service agents to try different potential careers and move into more senior roles.

As operations director at the Norton Group, Wilks will oversee the customer operations, tech, change and delivery teams. She will be responsible for establishing, implementing and maintaining robust policies and procedures to ensure the business is able to meet and monitor its regulatory obligations, with a focus on good customer outcomes.

This includes ensuring Norton continues to offer potential customers the right product through its team of underwriters at Norton Home Loans and providing specialist support for those customers facing difficulty. Wilks will also oversee the delivery of Norton’s pipeline platform project.

Wilks said: “I am excited to start the next stage of my career at Norton. The broad level of responsibility, different financial market and moving to a smaller company provides a great opportunity to utilise my previous experience.”

Paul Stringer, managing director of Norton Group, added: “I am extremely pleased to welcome Rachel to the team. Rachel has an enormous amount of experience in operations and systems together with excellent leadership skills which will help us progress to the next stage of our digital development.

“Having Rachel on board is essential for us to be able to achieve our growth targets over the next few years with an emphasis on systems and automation.”