Head of Financial Services Operations

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

What we’re 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

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