Job Advert Location: Hybrid (Grantham Office -3 days a week) Hours: Full-time, 35 hours per week Salary: £60,000-£70,000 Join one of the UK’s largest providers of free debt advice and support — and help shape the future of financial wellbeing. At PayPlan, we’re committed to building financial resilience and delivering life-changing support to people facing challenging debt. Following recent strategic investment, we’re scaling our technology, operations, and capability to deliver more accessible digital debt advice and financial wellbeing services. We’re now seeking a Head of Operations Strategy & Planning — a pivotal role at the heart of our operational transformation. About the Role Reporting to the Director of Operations Strategy & Performance Optimisation, you will play a central role in shaping both our current and future operating model. You will lead and deliver three core strategic aims: 1. Workforce Strategy & Planning You will design and implement a scalable workforce management framework across our complex, multifunctional, omni-channel operation. This includes resource planning, forecasting and scheduling. 2. Operational Strategy Ownership You will 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 You will lead large-scale change programmes, embedding new technologies and ways of working, and ensuring measurable business impact. You will have: * Strong strategic planning capability * Workforce management experience 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 optimising customer contact strategies and channel mix * Strong commercial acumen with the ability to assess ROI and business impact * Continuous improvement mindset (e.g., Lean, Six Sigma) About You If you… Would like to bring your skills and yourself to make a difference in a mission-led company, Enjoy working in a high performance, high trust, and close-knit team with team-based goals, Are ambitious for yourself and your team, embrace LEAN principles and a Continuous Improvement mindset with the confidence to deliver at high velocity in a regulated industry, Are comfortable leading, championing change, open feedback, and continuous improvement. … then we would love to hear from you! Who are PayPlan? We believe that everyone should to be treated with empathy and respect, especially when dealing with sensitive financial situations. Our goal is to help people who are in debt by providing them with free debt advice and solutions that are tailored to their individual circumstances. We are proud to help and support our clients through their journey and in turn are committed to making a positive impact on their lives. Why work at PayPlan? We are dedicated to making a difference in the lives of those in need and we would love for passionate, empathetic and understanding colleagues to join us in our mission. If you are customer-focused, an excellent communicator with good listening skills, and share our values of empathy, respect, and making a positive impact, then we would love for you to be a part of our team. With access to a range of employee benefits, a supportive work culture, and opportunities for personal and professional growth, we offer more than just a job – we offer a rewarding career. Come join us and make a difference in people’s lives whilst enjoying what you do! If this sounds like the role for you, apply now or get in touch if you’d like further information. If you require any adjustments to assist you in applying, please contact HR@totemic.co.uk Please note that your application will be submitted through Hireful. Hireful hold their own Privacy Policy which can be found here [https://www.hireful.com/privacy-policy]. Your application matters to us. Every application we receive is manually reviewed by our recruitment team—we do not use AI or automated systems to screen candidates. We’re committed to giving each applicant fair and thoughtful consideration