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Head of Operational Excellence

London, Leatherhead, Hybrid

Why work for us?

You will be crucial in bridging the gap between strategy, sales, digital and the needs of operations and credit functions. You’ll lead a team who will contribute to enhancement of customer outcomes by identifying opportunities for improving process, human capabilities and technology, enabling the business to manage sustained growth.

Competitive salary and package of £85,000 to £95,000 depending on experience

A workplace pension scheme

Hybrid working, with collaborative days in our Leatherhead office

25 days annual leave (plus bank holidays), with options to purchase and sell up to 5 days holiday per year (pro rata)

Private health and dental cover

Support and investment in your personal development

24/7 access to Employee Assistance Programme and Mental Health First Aiders

What we do

Premium Credit is the leading provider of insurance premium finance and a range of annually charged services, including tax, regulatory and accountancy fees, sports season tickets, memberships and school fees in the UK and Ireland. We are a multi award winning business lending more than £4.5 billion to over 2.5 million customers through a network of almost three thousand partners- and growing.

We are a successful business with a Trustpilot rating of 4.5, a Net Promoter Score of +78, a Glassdoor rating of 4.5 and a Silver Sustainability medal.

The Role

This is an exciting time of growth and transformation for us, and we are hiring a Head of Operational Excellence to guide the Operations and Credit Change Programme, enhancing our support for customers and partners.  You’ll create a seamless journey, developing a solutions focussed culture where individuals are able to spot trends and identify improvements within our operations.

Reporting to the Customer and Partner Experience Director, you will ensure the customer and partner journey are at the forefront, identifying and driving improvements to processes and ensuring robust business practices.  Managing a team of four you will be responsible for developing actionable plans that feed into the business strategy.

The role will include;

- In collaboration with operational teams you will identify trends, developing strategic insights as well as implementing the Operational and Credit Operating transformation project

- Enhance resource utilisation and cost optimisation through implementation of robust capacity plans

- Gather information to develop plans and priorities, collaborating with digital and IT to ensure that insights are central to system and technology improvements

- Leading and motivating your team to promote a continuous improvement culture

- Implement standard processes, frameworks and documentation in line with regulatory requirements, ensuring adherence within day to day operations

- Liaise with the Customer and Partner Experience team, ensuring that service delivery impact is at the forefront of solution decisions.

Who we are looking for

You are experienced in setting out a clear vision which motivates people to follow. You’ll have a problem solving mindset with a focus on Operational Excellence solutions.

To be successful as our Head of Operational Excellence you will

- Exhibit project / programme management skills, demonstrating the ability to interpret strategy and to develop and manage a clear plan, identifying interdependencies and sequential steps

- Show the ability to identify gaps in analysis, with a curiosity about what the data suggests

- Demonstrate a good understanding of how to optimise AI

- Maintain a view of the big picture whilst demonstrating the ability to understand the detail

- Be able to work independently and take ownership of tasks

We are committed to providing reasonable adjustments or accommodations for applicants, so if you need assistance or support during the recruitment process, please let us know on the application form or by sending an email to

If you are made an offer of employment you will be required to prove your eligibility to work in the UK before you start work. You must reside in the UK from the start date of this role; unfortunately we are unable to provide visa sponsorship at this time.

To ensure you can work from home efficiently you will be asked to provide your internet speed at the application stage.

Premium Credit are an equal opportunities employer with a strong and passionate commitment to Diversity, Equality and Inclusion in the workplace. We welcome applications from all sections of the community and encourage people from all backgrounds to apply. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be. We are open to part-time working and job share.

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