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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 on customer outcomes and drive operational excellence.
- Qualifications: Senior-level experience in financial services operations and strong analytical skills.
- Other info: Fast-paced environment with opportunities for growth and collaboration.
The predicted salary is between 43200 - 72000 £ per year.
We’re 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’ll 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’ll ensure our operations are scalable, resilient, and relentlessly customer-focused. As a Certified Individual under the Senior Managers & Certification Regime (SMCR), you’ll play a critical role in governance, risk management and regulatory engagement.
What you’ll 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
Qualifications
- 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 Retail
Contact Detail:
Debenhams Retail 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 lookout for opportunities. A personal recommendation can go a long way in landing that dream role.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their operational strategies, recent news, and how they align with your experience. This will help you tailor your answers and show you're genuinely interested.
✨Tip Number 3
Practice your pitch! Be ready to articulate your vision for operational leadership and how you can enhance customer outcomes. Confidence is key, so rehearse your points until they flow naturally.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got some fantastic roles waiting for you, and applying directly shows your enthusiasm and commitment to joining our team.
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 operational leadership, 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 role. Mention your strategic mindset and how you've successfully led teams in the past, focusing on customer outcomes and regulatory compliance.
Showcase Your Analytical Skills: Since this role requires a data-driven mindset, don’t forget to include examples of how you've used analytics to drive operational improvements. Whether it's optimising KPIs or enhancing customer journeys, let us see your problem-solving prowess!
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 ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Debenhams Retail
✨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 the latest trends in financial services and be ready to discuss how you can enhance operational performance and customer outcomes.
✨Showcase Your Strategic Mindset
Prepare to talk about your experience in defining and executing operational strategies. Think of specific examples where you've successfully aligned operations with business objectives, and be ready to share how you can support Debenhams Group’s growth ambitions.
✨Demonstrate Regulatory Knowledge
Familiarise yourself with the regulatory requirements relevant to financial services. Be prepared to discuss how you've ensured compliance in previous roles and how you would maintain operational resilience and governance at Debenhams.
✨Highlight Your Leadership Skills
As this is a senior leadership role, be ready to discuss your experience in leading and developing teams. Share examples of how you've set clear objectives and fostered collaboration across departments, particularly with Product, Technology, Risk, and Compliance teams.
