What’s the role about?

We have an exciting opportunity for a Senior Operations and Performance Manager within John Lewis Financial Services, Point of Sale Credit team.

As a Senior Operations and Performance Manager, you will develop, gain agreement and be responsible for ensuring delivery of our Operational plans through the management of our key and largest Providers.

In this role, you will be the key interface between the Partnership and the Product Providers. You will ensure that  the Product Providers deliver against their contractual requirements and the agreed operational plans are smoothly and effectively delivered.

You will be responsible for the accurate implementation and application of Provider governance. You will also be responsible for line management. 

This role sits at the heart of Partnership’s Financial Services org, creating robust relationships with the Providers is critical to the role. You will have expertise in Stakeholder relationship management, planning and organisational skills, working in a matrix organisation with cross functional teams.

Internally, the role is known as Operations and Capability Manager.

What will you be doing?

• Ensure the Providers deliver the operational plans and their contractual requirements

• Manage Provider relationships effectively to ensure delivery of contractual requirements and agreed operational plans which deliver the largest value and customer impact

• High profile complaint management - working in liaison between the JLP Exec Office and Providers to ensure the swift and appropriate resolution of customer complaints

• Task management of a broader team, including Business Analyst to drive innovation and change both effectively and efficiently

• Define, prioritise, agree and drive the operational delivery road map to ensure the overall Product Vertical plan is delivered

• Establish and maintain a framework to identify, assess and control business risk  in connection with the provision of credit.

Why do our Operations & Capability Managers love working for us? 

“We have an opportunity to create new and exciting customer propositions. John Lewis Financial services has exponential growth earmarked for the coming years and it is the best time to be a part of the journey”. 

What you'll have 

• Extensive experience in relationship management with product providers / services providers

• Experience in Point of Sale credit operations

• Extensive experience in managing a vendor / supplier relationship

• In depth knowledge and understanding of credit and lending in consumer banking

• Experience in Senior Stakeholder management

• Negotiation & influencing skills.

What else could you bring? 

• Operational experience

• Experience in project management.