Head of Strategy

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Head of Strategy - Operations

The Head of Strategy - Operations is a critical member of the UK Card Operations Leadership Team responsible for developing and implementing strategic initiatives to improve customer and operational outcomes within the business.

Reporting to the Head of Operations, this role will lead cross functional teams to execute operational improvement initiatives that deliver on UK Card Operations strategic priorities and ensure delivery of good customer outcomes. In addition, this role is central to day-to-day management of the Operations team serving as Chief of Staff and leading a cross functional team to deliver well managed change into Operations, and overseeing the executive management system to ensure effective decision making. You will also play a key role in supporting the Head of Operations in leading and managing large cross functional business priorities, such as key regulatory change initiatives and enterprise priorities.

UK Card Operations includes approximately 650 UK-based associates and 700 associates at our third party supplier sites offshore. Teams are responsible for the design and delivery of processes to provide customer service and support across voice and digital channels, spanning Fulfilment, Customer Service, Fraud, Collections, and Complaints; and for overseeing the performance of third party suppliers across the operational footprint.

**Responsibilities**:

- Lead cross-functional teams to develop strategic plans through data-driven analysis and implement operational improvement initiatives to enhance effectiveness and efficiency
- Responsible for delivering and championing a clear understanding and assessments of the Return on Investment for key initiatives
- Oversee the delivery of exceptional change management practices across the operation, ensuring clear understanding of change impacts and assessments post-launch, and influencing the direction & prioritisation of the delivery function
- Accountable for the Operations Leadership Team management system, including strategy deployment and connection to executive decision forums, to enable transparency, efficiency and effectiveness
- Accountable to Head of Operations for management of annual budgets and long-term budget planning, in partnership with Finance
- Lead strategic benchmarking activities working with Operations Leadership, Credit Strategy Analysts, Legal, and Compliance to ensure performance and standards are benchmarked to industry practices
- Lead cross functional teams to deliver against the requirements of senior governance forums, including executive management committees and Board materials
- Serve as proxy for the Head of Operations as necessary with internal and external stakeholders
- Stay up to date with industry trends and best practices in technology, supply chain management, operations, customer experience, and relevant sector regulations
- Champion transformative bodies of work across the organisation with an elevated business-wide narrative, in partnership with Human Resources and Internal Communications
- Partner and develop relationships with key business stakeholders to drive delivery of shared goals, including Technology, Product, Finance, and Risk
- Leverage relationships to influence Business, Operations and partner groups on strategic and relevant issues and topics
- Bring strong analytical, problem solving, and interpersonal skills with the ability to collaborate effectively with diverse teams
- Be a highly effective communicator, able to develop a strategic narrative and comfortable with storytelling across all levels of the organisation
- Bring an exceptional customer-oriented mindset, caring deeply about our customers and our associates
- Have prior experience building and leading diverse, inclusive and high performing teams
- Be willing to challenge the status quo and imagine new ways to tackle challenges we face
- Have an established track record of delivering Operational Excellence initiatives that result in efficiency and quality improvements, and of exceptional horizontal influence skills across various functions and levels
- Be an operator, capable of translating a vision into goals and goals into execution plans
- Be a force-multiplier driving the effectiveness of the team and anticipate what’s around the corner
- Be action oriented, always leaning in and moving with a sense of urgency. Results-oriented and able to get things done.
- Have knowledge of UK Financial Services regulation, including Consumer Duty

**Where and how you'll work**

This is a permanent position based in our Nottingham or London office.

We have a hybrid working model, so you’ll be based in our Nottingham or London office 3 days a week on Tuesdays, Wednesdays and Thursdays, and can work from home on Monday and Friday

Many of our associates have flexible working arrangements, and we're open to talking about an a