We’re looking for a Director of FS Customer Operations to join us here at N Brown. As a key member of the Financial Services Senior Leadership Team, you’ll contribute to the Financial Services strategy, ensuring the development of the Operations Strategy is congruent/contributing to that strategy as well managing the Operations budget.

You’ll be accountable for delivering good customer outcomes to all customers, both cash and credit, and ensuring the customer experience is as positive as it can be, through the multiple contact channels operated. You’ll utilise data, analytics and reporting to drive customer value, continuous improvement and efficiency in the customer experience (touchpoints, policy, process, systems, resourcing), providing customer behaviour insight to the rest of the Group.

You’ll be responsible for managing a large team of motivated and engaged colleagues, both in-house and externally as appropriate, maintaining and increasing colleague competence particularly in relation to consumer credit regulation.

What will you do as Director of FS Customer Operations at N Brown?

Customer Operations and Experience- Accountable for the operational performance and delivery of service for all customers, including Customer Communications, Collections & Recoveries and Complaints Handling. Ensuring that customer demand is met across all customer interaction/contact channels through appropriate resourcing, and that all customers are treated fairly with the right outcomes, and that customer satisfaction is maximised, whilst operating in line with all relevant Regulations, guidance and industry best practice.
Working with the MLRO and Fraud Strategy team, delivery of the Fraud strategy that mitigates losses, reputational risk, and maintains customer satisfaction. Ensure that financial crime referrals are acted upon and investigated appropriately, and that a proactive review is undertaken of all suspicious transactions, with any remedial actions implemented appropriately.
Data and Analytics-Accountable for developing and optimising the FS Operational strategy that uses data forecasting and insight into customer behaviour, so that first time resolution for customer contact across the operational areas is delivered. Generate accurate MI that informs the resourcing strategy, alongside operational MI for the teams and any other Regulated Operational area (as assigned) with the primary goal to secure the functionality of business to drive operational efficiency and performance improvement.
Supplier Management-Accountable for the customer service strategy and delivery in relation to the Outsourced Customer Service Operation, Debt Purchasers and other 3rd Party contracts as appropriate. Ensure that Suppliers are proactively managed and that they deliver against agreed contractual requirements. Work in line with the supplier management policy and framework alongside key functions such as Procurement and DT to ensure that Supplier performance is achieved/optimised, and that commercial contractual opportunities are leveraged.
Debt Sale -Accountable for overseeing Debt sale processes that achieves good customer outcomes as well as best market purchase price, through working with multiple stakeholders and meeting regulatory compliance and contractual commitments.
Continuous Improvement/Changes -Ambassador for the Voice of the Customer, and champion change and new working practices that promote an enhanced CX to support the growth of the business (Retail & FS). Using Data/Insight/MI – deliver digital efficiencies/changes in the customer journey (touchpoints, policy, process, systems, resourcing), and that drive/change customer behaviour, that deliver value to the customer and the business (i.e. reduced cost). Customer and business change requirements should be prioritised according to value and strategic importance.
Risk, Regulatory Training and Competence -Work in partnership with FLR, QA and L&D to proactively mitigate risk, and produce an Operations workforce that attains and maintains regulatory competence through a comprehensive programme of policy/process development, and upskilling/training. Support the Operations SMT in delivering a programme of coaching, assessment and process improvements that further enhances colleague performance that supports the fair treatment and outcomes for customers in line with regulations.
Securitisation -work with the FS SLT, Collections Strategy Team and Finance Team to ensure collections are optimised and managed within the securitisation boundaries.
Leadership and Team Management - Lead and inspire at all levels to create motivated and engaged N Brown colleagues. Work effectively alongside the wider FS SLT to provide collaborative challenge, influence and thought leadership that contributes to the successful development and delivery of the FS Strategy.
Chair the Operational Risk, Conduct & Compliance (ORCC) committee to ensure the FS business is well managed, compliant and customer focussed. Shared SMF24 role with the Director of Technology.

What skills and experience will you have?

Experience of operating in a Financial Services environment, ideally as a certified or SMF under the SMCR regime
Experience of managing large teams of operational colleagues
Ideally experience of managing outsourced service providers
Strong communicator
Strong customer focus with an ability to understand the key drivers of customer satisfaction and drive towards ever-improving customer experiences
Empathetic and firm leader who is able to motivate and develop colleagues whilst, at the same time, set challenging standards and targets
Number and data literate, able to make decisions based on analysis
Collaborative and ‘working together’ approach where positive intent is always assumed

What’s in it for you?

Hybrid working (3 days in the office at a minimum)
24 days holiday (+ 8 bank holidays)
Annual bonus scheme
Enhanced maternity and adoption leave
Company pension with up to 8% N Brown contribution
Mental Health support both internally and externally, including access to our wellbeing champions and counselling services
A range of financial wellbeing support
Colleague discount across all N Brown brands
Onsite café with subsidised rates and local restaurant discounts!
Life Assurance and Private Medical Insurance
Paid volunteer time – all our colleagues can take a full day paid to volunteer for a charity of their choice

N Brown – who we are and why work for us?

At N Brown, we’re committed to building a diverse workforce and creating an inclusive environment that values equality for all. Our vision is that by ‘championing inclusion, we’ll become the most loved and trusted fashion retailer’. Diversity, Equity, Inclusion and Belonging are, therefore, at the heart of our culture.

We’re a forward-thinking digital retailer with a financial services proposition to be proud of. We’re customer-obsessed, serving them through three core brands: JD Williams, Simply Be, and Jacamo. We’re experienced, with over 160 years of trading under our belt. We’re inclusive, as we believe in fashion without boundaries; and we’re sustainable, striving to make as little impact on the planet as possible.

In May 2024 we were delighted to be named one of The Sunday Times Best Places to Work 2024. We work hard to create a happy and inclusive culture for everyone and we’re so proud to have made this list - as voted for by our very own colleagues!

Ways of Working

We offer hybrid working which varies across the business depending on the role you’re in. Our Head Office is located in the Northern Quarter in Manchester City Centre. So if you are travelling by train, tram or bus we’re perfectly located, plus we’re surrounded by cool cafes, trendy bars and the best places to eat!

Our working hours are 36.17 per week and our core working hours are between 10am - 4pm. Given we don’t have strict working hours you can find the working pattern that’s right for you.

Our promise to you:

We’re an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

Please know your application is being reviewed by a real human being, not AI. We value your interest in joining us and appreciate you taking the time to submit your application.

What happens when you apply to a role at N Brown?

As soon as we receive your application, we’ll send you an email to let you know. We always aim to come back to you as soon as possible with an update and we really appreciate you taking the time to apply for a role with us. Good luck!