Location:Hybrid (Grantham Office -3 days a week)Hours:Full-time, 35 hours per weekSalary:£60,000-£70,000Join one of the UKs largest providers of free debt advice and support and help shape the future of financial wellbeing.At PayPlan, were committed to building financial resilience and delivering life-changing support to people facing challenging debt. Following recent strategic investment, were scaling our technology, operations, and capability to deliver more accessible digital debt advice and financial wellbeing services.Were now seeking aHead of Operations Strategy & Planning a pivotal role at the heart of our operational transformation.About the RoleReporting 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 & PlanningYou 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 OwnershipYou 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 LeadershipYou will lead large-scale change programmes, embedding new technologies and ways of working, and ensuring measurable business impact.You will have: Strong strategic planning capabilityWorkforce management experience across multi-channel operationsData-driven decision-making and analytical mindsetProven transformation and change leadershipSolid understanding of regulatory requirements and operational riskExperience optimising customer contact strategies and channel mixStrong commercial acumen with the ability to assess ROI and business impactContinuous improvement mindset (e.g., Lean, Six Sigma) About YouIf youWould 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 peoples lives whilst enjoying what you do!If this sounds like the role for you, apply now or get in touch if youd like further you require any adjustments to assist you in applying, please contact us directly.Please note that your application will be submitted through Hireful. Hireful hold their own Privacy Policy which can be found here.Your application matters to us.Every application we receive ismanually reviewed by our recruitment teamwe do not use AI or automated systems to screen candidates. Were committed to giving each applicant fair and thoughtful consideration.REF-227 823JBRP1_UKTJ