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- Tasks: Lead and scale operations for Debenhams Group's Pay + Financial Services business.
- Company: Join a dynamic team at Debenhams Group, a leader in financial services.
- Benefits: Competitive salary, leadership opportunities, and a chance to shape the future of finance.
- Why this job: Make a real impact in a fast-paced environment while driving operational excellence.
- Qualifications: Senior-level experience in financial services operations and strong analytical skills.
- Other info: Collaborative culture with opportunities for professional growth and development.
The predicted salary is between 72000 - 108000 £ per year.
We are looking for a strategic and hands-on Head of Operations to lead and scale the operational engine of Debenhams Group's Pay + Financial Services business. This is a senior leadership role with end-to-end accountability for operational performance across lending, customer servicing, complaints, collections, and third-party management.
You will define and deliver an operational strategy that supports our growth ambitions, enhances customer outcomes, and meets regulatory expectations. Working closely with Product, Technology, Risk and Compliance, you will ensure our operations are scalable, resilient, and relentlessly customer-focused. As a Certified Individual under the Senior Managers & Certification Regime (SMCR), you will play a critical role in governance, risk management and regulatory engagement.
What you will be doing
- Operational leadership & strategy
- Define and execute the operational strategy, aligned with Pay & Financial Services and wider Group objectives.
- Own day-to-day operations across the full lending lifecycle, including customer servicing, complaints, collections and incident management.
- Support new product launches and roadmap delivery, ensuring operational readiness and smooth execution.
- Governance, risk & regulatory
- Ensure adherence to regulatory requirements, governance frameworks, and internal systems and controls.
- Own the operational risk management framework, including maintenance of the risk register and management of risks outside appetite.
- Ensure timely and accurate submission of regulatory reporting, including complaints and operational resilience.
- Maintain operational resilience, business continuity planning, and effective issue resolution.
- Performance & continuous improvement
- Design, implement and continuously improve scalable operational processes, driving automation and technology adoption.
- Monitor and optimise operational KPIs, SLAs and cost efficiency, driving continuous improvement.
- Produce quarterly Board papers and operational performance dashboards.
- People & partner management
- Lead, develop and scale the operations team, setting clear objectives, KPIs and accountability.
- Oversee third-party service providers and outsourcing partners in line with regulatory and governance frameworks.
- Build strong, collaborative relationships across Product, Technology, Risk and Compliance teams.
What we are looking for
- Significant senior-level experience in operations within financial services or fintech.
- Strong understanding of end-to-end lending operations and customer journeys.
- Deep customer service expertise, particularly in complaints handling within a regulated environment.
- A data-driven mindset with strong analytical, problem-solving and decision-making skills.
- Comfortable operating in a fast-paced, high-growth or start-up environment.
- Excellent stakeholder management and communication skills, with the ability to influence cross-functionally.
Head of Financial Services Operations in Manchester employer: Debenhams Group
Contact Detail:
Debenhams Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Financial Services Operations in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector and let them know you're on the hunt for a Head of Operations role. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s operations. Understand their lending lifecycle, customer service strategies, and how they handle complaints. This will show that you’re not just interested in the role but are genuinely invested in their success.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've led teams and improved operational processes in the past. Use specific examples that highlight your ability to drive performance and enhance customer outcomes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Head of Financial Services Operations in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Head of Financial Services Operations. Highlight your experience in operations, especially in financial services, and showcase any relevant achievements that align with the job description.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this strategic role. Mention your understanding of operational strategy and how you can enhance customer outcomes while meeting regulatory expectations.
Showcase Your Leadership Skills: Since this is a senior leadership position, don’t forget to highlight your experience in leading teams and managing stakeholders. Share examples of how you've developed teams and driven performance improvements in previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Debenhams Group
✨Know Your Operations Inside Out
Make sure you have a solid understanding of the end-to-end lending operations and customer journeys. Brush up on your knowledge of operational strategies, especially those that enhance customer outcomes and meet regulatory expectations. This will show that you're not just familiar with the role but are genuinely passionate about driving operational excellence.
✨Showcase Your Leadership Skills
Prepare to discuss your experience in leading teams and managing third-party service providers. Think of specific examples where you've set clear objectives and driven performance improvements. Highlight how you've built collaborative relationships across different functions, as this is crucial for the role.
✨Be Data-Driven
Since the role requires a data-driven mindset, come prepared with examples of how you've used data to inform decision-making and improve operational processes. Be ready to discuss KPIs and SLAs you've monitored in previous roles, and how you've driven continuous improvement through analytics.
✨Understand Regulatory Frameworks
Familiarise yourself with the regulatory requirements and governance frameworks relevant to financial services. Be prepared to discuss how you've ensured compliance in past roles, particularly in risk management and operational resilience. This will demonstrate your readiness to take on the responsibilities of a Certified Individual under the SMCR.
