At Frasers Group we’re rethinking retail. Through digital innovation and unique customer experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers providing flexible and convenient ways to pay across our collection of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAME
Frasers Group Financial Services is the next chapter of elevation for the Frasers Group. We fear less and do more. Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The potential to elevate your career is massive, the experience unrivalled.
Why join us?
Our purpose – we are elevating the lives of the many with access to the world’s best brands and experiences
Frasers Group Financial Services is committed to delivering a positive colleague experience and to be able to make the most of it you need to immerse yourself into delivering on our principles:
Think without limits - Think fast, think fearlessly, and take the team with you
Own it and back yourself - Own the basics, own your role and own the results
Be relevant - Relevant to our people, our partners and the planet
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, translating business strategy into scalable, controlled, and sustainable operating models that deliver strong customer outcomes and meet regulatory expectations.
You will act as the critical bridge between strategic business owners, operational delivery, and risk functions - ensuring that strategic intent is operationally viable, clearly defined, and deliverable in practice. You will not own day-to-day operations, but you will be accountable for ensuring that what is designed can be executed effectively and consistently.
You’ll be responsible for:
* 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, ensuring 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
* 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
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:
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 lived the Frasers Group values.
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 one to 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.
Fearless 1200 – Fearless 1200 is our way of recognising our growth. It’s bold, ambitious, and designed to reward colleagues across the business for living our values and delivering impact. Fearless 1200 links how we perform to how we're rewarded – check out the video link below to find out more.
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 one or 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.