Location: Hybrid (Grantham Office – 3 days a week)
Hours: Full‑time, 35 hours per week
Salary: £60,000-£70,000
About the Role
We are looking for a Head of Operations Strategy & Planning to drive operational transformation and shape our current and future operating model.
Reporting to the Director of Operations Strategy & Performance Optimisation, the role will lead and deliver the following strategic aims:
1. Workforce Strategy & Planning – Design and implement a scalable workforce management framework across our complex, multifunctional, omni‑channel operation, including resource planning, forecasting, and scheduling.
2. Operational Strategy Ownership – Own the development and continuous improvement of core operational strategies, including channel mix optimisation, best‑time‑to‑contact models, and performance analytics.
3. Transformation Programme Leadership – Lead large‑scale change programmes, embed new technologies and ways of working, and ensure measurable business impact.
Key Responsibilities
* Lead the design, implementation, and continuous enhancement of the workforce strategy and planning framework.
* Own operational strategy development and improvement, focusing on channel mix optimisation and performance analytics.
* Drive large‑scale transformation programmes and embed new technologies.
* Collaborate closely with cross‑functional teams and senior leadership to align strategy with business goals.
Qualifications
* Strong strategic planning capability.
* Experience in workforce management across multi‑channel operations.
* Data‑driven decision‑making and analytical mindset.
* Proven transformation and change leadership.
* Solid understanding of regulatory requirements and operational risk.
* Experience optimizing customer contact strategies and channel mix.
* Strong commercial acumen with the ability to assess ROI and business impact.
* Continuous improvement mindset (Lean, Six Sigma).
About You
You are ambitious, results‑driven, and thrive in a high‑performance, regulated environment. You bring a collaborative spirit, are comfortable leading and championing change, and are committed to continuous improvement.
Benefits
Access to a range of employee benefits, a supportive work culture, and opportunities for personal and professional growth.
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