Job Opportunities API

THE ROLE At Debenhams Group, we are on a journey of transformation, revitalising our brand, culture, and connection with colleagues and customers alike. In a fast-changing retail environment, effective and authentic communication is vital to building trust, aligning our teams, and amplifying the impact of our work across internal and external audiences. We are looking to hire an experienced Operations & Risk Manager for our DebenhamsPay+ financial services. This role will be based out of our central Manchester office. WHAT YOU'LL BE DOING Operational management & delivery Manage the day-to-day operation of agreed processes, ensuring activity is delivered in line with Pay+ & Financial Services priorities, Group objectives and approved operating standards. Coordinate operational activity across internal teams and Customer Service functions to support effective customer servicing, complaints handling, collections activity and incident response. Support the Head of Credit Risk & Operations in translating process ownership requirements into clear routines, controls, service expectations and action plans for day-to-day delivery. Governance, risk & regulatory support Manage the operational risk process on a day-to-day basis, including maintenance of relevant operational-based system risk register entries, control actions, issue logs and risk appetite monitoring. Ensure incidents, control issues and emerging risks are identified, assessed, escalated and resolved promptly, with good customer outcomes prioritised throughout. Maintain effective governance evidence, reporting packs and action tracking to support process owner oversight, regulatory expectations, audit activity and senior management decision-making. Support the ongoing embedding of operational resilience, business continuity and issue resolution arrangements, ensuring plans, dependencies, lessons learned and remediation activity remain current. Prepare clear recommendations and escalation updates where risks move outside tolerance, incidents require senior attention or process decisions are needed. Incident management & issue resolution Act as the day-to-day coordinator for operational incidents, ensuring appropriate triage, customer impact assessment, ownership of actions, escalation and timely closure. Lead post-incident reviews and root-cause analysis, translating lessons learned into practical improvements to controls, processes, MI and colleague guidance. Maintain incident logs, action trackers and evidence to support governance, auditability and consistent reporting to the Head of Credit Risk & Operations. Performance & continuous improvement Monitor operational KPIs, SLAs, risk indicators and cost efficiency measures, identifying exceptions and coordinating practical actions to improve performance and control effectiveness. Produce and maintain operational, risk and incident dashboards that provide accurate insight, highlight trends, support escalation and enable informed decision-making. Identify opportunities to simplify processes, strengthen controls, reduce repeat issues and improve the experience for customers and colleagues. People & Partner Management Provide reliable day-to-day oversight, ensuring data, reporting and process evidence are accurate, timely and fit for governance purposes. Support and coach operational colleagues involved in the processes, helping to set clear expectations, routines, KPIs and accountability for delivery. Manage day-to-day engagement with third-party service providers and outsourcing partners, ensuring performance, issues and risks are monitored in line with agreed governance frameworks. Build strong, collaborative relationships across Product, Technology, Risk, Compliance and Customer teams to support joined-up delivery and timely resolution of cross-functional issues. WHAT WE LOOK FOR Previous experience working within a FCA regula