As a Senior Operational Strategy Manager, you will own the design and assurance of operational strategy across Service Delivery. This is a high‑impact leadership role that translates business strategy into scalable, controlled and sustainable operating models that deliver strong customer outcomes and meet regulatory expectations.
Responsibilities
* Owning the design of operational strategy across Service Delivery, ensuring alignment between business ambition, system capability and regulatory requirements.
* Defining and maintaining clear operational design principles to ensure that models are scalable, efficient and within risk appetite.
* Acting as the authority on whether strategy is operationally viable before it enters delivery.
* Translating strategic intent into clear, outcome‑focused operating models, balancing cost, service, risk and scalability trade‑offs.
* Acting as a senior operational partner to Product, Credit, Commercial and Risk stakeholders to ensure alignment and clarity of expectations.
* Embedding customer outcomes, Consumer Duty, complaints, disputes and risk insight into strategy design and continuous improvement.
* Ensuring controls, processes and mitigation strategies are effective by design, reducing reliance on retrospective fixes.
* Representing Service Delivery across key change initiatives, ensuring operational readiness and clear acceptance criteria before go‑live.
* Leading operational readiness, ensuring processes, controls, training and MI are in place to support successful delivery.
* Driving continuous improvement of the operating model, enhancing efficiency, scalability and resilience over time.
* Leading and developing the Operational Strategy function, building capability in operational design, control thinking and outcome‑focused decision making.
* Owning forward‑looking capacity and capability planning to support business growth and future readiness.
Qualifications
* Experience operating in a senior operational strategy, design or transformation role within a regulated environment.
* Strong understanding of operational design, control frameworks and service delivery models.
* Proven ability to translate strategy into executable operating models.
* Experience working with senior stakeholders across product, risk and operational functions.
* Strong understanding of customer outcomes, regulatory expectations and risk management principles.
* Ability to challenge constructively, influence decision‑making and drive alignment across complex stakeholder groups.
* Demonstrated leadership capability, with experience building and developing high‑performing teams.
* Strategic thinker with a pragmatic, delivery‑focused mindset.
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.
Benefits
In addition to a competitive compensation package we offer a range of perks:
* Frasers Champion – peer‑nominated recognition with rewards on top of base pay.
* Retail Reconnect – opportunities to spend time in stores or warehouses to gain business insights.
* Fearless 1200 – a rewards scheme linked to performance and delivery of values.
* Frasers Fit – free gym classes and discounted memberships to support physical well‑being.
* Retail Trust – free access to wellbeing services, including a helpline, counselling and financial/legal support.
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