Permanent Up to £60,000 Pension PMI ShareSave 6.6 weeks holiday Hybrid Working Southampton, Store Support Office We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Financial Services Operations Manager and you’ll be a big part of this. Role Purpose: To lead operational delivery, governance, and service performance of B&Q’s Financial Services—including pointof-sale credit, BNPL, Trade Credit, Gift Card and insurance. You will ensure all financial products are delivered with operational excellence, regulatory compliance, and a focus on great customer outcomes Key Accountabilities / Responsibilities: Operational Management • Oversee day-to-day operations and build close collaborative relationships with internal stakeholders associated with the delivery of B&Q Financial Services propositions, managing the teams ‘internal PR’ and leading engagement with stores • Ensure service levels, customer SLAs, and KPIs are met across all products • Manage third-party operations, ensuring performance against contracts Performance, MI & Reporting • Maintain dashboards and reporting for financial services performance • Identify operational bottlenecks and lead continuous improvement activity across our propositions. • Support monthly reviews with finance, compliance, and commercial teams Compliance, Risk & Consumer Duty • Work with Legal, Risk, and Compliance to ensure all operational processes meet FCA and Consumer Duty requirements • Responsible for the creation and regular production of FCA Consumer Duty conduct risk dashboards and assist in ongoing monitoring requirements for B&Q Financial Services • Oversee commission disclosure, complaints handling, vulnerable customer processes, and outcome testing • Ensure all store and head office colleagues are trained appropriately on financial products Third-Party & Partner Oversight • Build excellent relationships across multiple 3rd party suppliers, working with them to ensure we deliver the best products and services to our customers • Monitor outsourced service providers for SLAs, incident management, business continuity, and audit readiness • Lead operational risk assessments and ensure controls are in place for all new product launches • Act as the primary escalation point for partner-related service issues Service Innovation & Change Delivery • Contribute to the design and implementation of new financial services processes and digital journeys • Support operational readiness for product launches and process changes • Collaborate with Tech, Digital, and Customer Service to embed seamless customer experiences Required Skills & Experience: • Operational role in retail, financial services, or payment ecosystems (with experience in Consumer Credit and advantage) • Strong process governance and stakeholder engagement skills • Good understanding of FCA regulatory frameworks and Consumer Duty and how this translates into delivering good customer outcomes • Proven track record in KPI/MI reporting and root-cause analysis ensuring that metrics and outputs are relevant and insightful • Experience of working with and building relationships with multiple 3rd party suppliers • Track record of engaging and motivating retail operational teams and building great relationships across store estate As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business. We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more! So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.