Job Description
We’re looking for Operations Delivery Managers to lead the day-to-day operational performance across Financial Services servicing functions. You’ll play a critical leadership role in ensuring that service delivery is efficient, compliant, and aligned to customer outcomes. This includes owning team performance, managing operational risks, and driving productivity and quality standards to consistently meet SLA and business targets.
This role sits at the heart of our servicing operation, balancing people leadership, performance management, and operational control, while continuously identifying opportunities to improve efficiency and outcomes.
You'll be responsible for:
* Leading and managing operational teams to deliver against SLA, quality, and productivity targets
* Owning end-to-end team performance, ensuring consistent delivery of customer and business outcomes
* Providing clear direction, coaching, and support to Team Leaders and frontline colleagues
* Managing escalations and resolving complex operational issues in a timely and effective manner
* Driving accountability across teams through structured performance management and regular reviews
* Ensuring robust absence and throughput management to maintain operational stability
* Monitoring and controlling productivity, identifying risks and implementing corrective actions
* Embedding regulatory adherence and ensuring all activity is delivered in line with required standards
* Collaborating with wider operational, analytics, and planning teams to optimise performance
* Identifying and driving continuous improvement initiatives across processes, people, and performance
Qualifications
* Proven experience leading operational teams within a contact centre or financial services environment
* Strong understanding of operational performance metrics including SLA, productivity, and quality
* Experience managing team performance, including coaching, development, and underperformance
* Ability to handle escalations and make sound decisions in a fast-paced, high-pressure environment
* Strong organisational and prioritisation skills with the ability to balance multiple operational demands
* Data-driven mindset with the ability to interpret performance trends and take appropriate action
* Good understanding of regulatory requirements and the importance of compliant service delivery
* Confident communicator with the ability to engage, influence, and lead teams effectively
* A proactive and resilient approach, with a focus on ownership and accountability
Additional Information
As FGFS is within a regulated environment any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references.
Along with your benefits package we also offer a wide range of perks for our colleagues:
Reward, Recognition and Opportunities
Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it or been relevant.
Frasers Festival – An event like no other! Frasers Festival is our celebration for Head Office and Retail Staff across the UK and Europe – hosting a MEGA brand village, guest speakers from the world's biggest brands, evening entertainment, the ultimate Frasers Fearless Fitness Challenge and much more.
CEO Sessions – Once a quarter we offer 20 employees the opportunity to attend our “CEO Sessions” ran by our CEO and leadership team. Employees have the chance to connect, network and submit questions around specific topics such as our Sports or Luxury business.
Retail Reconnect – In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, Head Office employees will gain insights by spending two days in one of our stores or the Warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work.
Employee Welfare
Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.
Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.
What’s next?
Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter- this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.