Director of Operational Planning & Value Realisation

Who we are:We're one of Europe's fastest-growing fintech companies - on a mission to create the world's most empowering way to pay.We launched the product in 2020 and achieved double unicorn status, valued at $2 billion, and since then have taken on more than 6 million customers. Our mission is to become the best way to pay for anything, anywhere and say goodbye to credit costs for everyone. This is huge.

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About the Role

.The Director of Operational Planning & Value Realisation is responsible for the commercial stewardship of Service Operations.The role provides executive ownership for the planning, analytical and commercial disciplines that ensure operational investment, AI adoption, workforce strategy and transformation activity translate into measurable improvements in customer outcomes, operational efficiency and financial performance.Working alongside Operational Excellence, the Director ensures Service Operations not only creates value through continuous improvement, but consistently realises that value through disciplined planning, commercial governance and operational optimisation.Primary AccountabilitiesThe Director is accountable for ensuring Service Operations continues to improve its economic contribution to the wider business.This includes executive ownership for:Operational planningWorkforce strategySupplier strategyBusiness AnalysisCommercial modellingOperational investment appraisal

Benefits

realisationCost-to-serve optimisationProductivity improvementEfficient growthCommercial governance of operational transformationThe role ensures Service Operations remains commercially efficient as customer volumes, AI capability and product complexity continue to grow.Day to day responsibilities.Commercial StewardshipProvide executive ownership for the commercial performance of Service Operations.Ensure operational investment decisions maximise customer outcomes alongside financial performance.Develop robust commercial frameworks supporting operational decision making.Partner with Finance to improve visibility of operational economics.Ensure Service Operations contributes positively to broader business performance.Operational PlanningLead long-term operational planning. Develop strategies covering:Workforce capacityAI adoptionOutsourcingInternational expansionOperational resilienceResource allocationEnsure Service Operations remains scalable as the business grows.Business Analysis & Value RealisationLead the Business Analysis function.Develop robust business cases supporting operational investment.Establish consistent approaches to:opportunity sizingcommercial modellinginvestment appraisal

Benefits

realisationEnsure every significant operational initiative has clearly defined success measures and measurable financial outcomes.Track realised

Benefits

and challenge initiatives that fail to deliver expected value.Workforce StrategyLead Workforce Management.Develop long-term workforce strategies that balance:customer demandAI capabilityautomationinternal capabilityoutsourced deliveryoperational resilienceEnsure workforce planning evolves beyond forecasting into strategic operational capacity planning.Supplier StrategyLead Supplier Management.Develop long-term sourcing strategies that balance:customer outcomesoperational resiliencecommercial performancescalabilityEnsure supplier strategy evolves alongside increasing automation and international growth.Lead executive supplier governance.Executive Decision SupportProvide analytical support for executive operational decision making.Develop executive dashboards covering:cost-to-serveproductivityoperational investment

Benefits

realisationworkforce strategysupplier performanceSupport prioritisation of operational investment.Provide evidence-based recommendations to the Operations Leadership Team.Leadership ResponsibilitiesLead the teams responsible for:Workforce ManagementBusiness AnalysisSupplier ManagementDevelop a culture of commercial thinking.Embed disciplined planning and evidence-based decision making.Build organisational capability in commercial modelling, investment appraisal and

Benefits

realisation.Coach leaders to understand the economic impact of operational decisions.Success MeasuresThe Director will be accountable for improvements in:CommercialCost-to-serveProductivityReturn on operational investment

Benefits

realisationFinancial contribution of Service OperationsOperational efficiencyPlanningForecast accuracyCapacity utilisationWorkforce planning maturitySupplier performanceOperational scalabilityStrategicFinancial value realised from transformationQuality of investment decisionsReadiness for international expansionReadiness for AI-enabled operating modelsCommercial sustainability of Service OperationsWhat does success look likeThe successful candidate is likely to have experience leading commercial, planning or strategy functions within an operational environment.Likely backgrounds include:Director of Business PlanningDirector of Commercial OperationsDirector of Operational PlanningDirector of Value RealisationHead of Operational FinanceCOO of a business unitOperations Strategy leader within consultingThe individual will bring experience in:commercial leadershipfinancial modellingoperational planningworkforce strategysupplier managementbusiness case developmentinvestment appraisal

Benefits

realisationexecutive stakeholder managementExperience supporting AI-enabled operational transformation and large-scale operational change would be advantageous.Leadership ProfileThe successful candidate will be:Commercially astute with strong financial acumen.Highly analytical and numerate.Comfortable operating at executive level.Curious, pragmatic and outcome focused.Able to balance customer outcomes with commercial priorities.Comfortable making complex investment recommendations.Confident influencing without relying on hierarchy.A strong systems thinker capable of connecting operational decisions to wider business performance.

What Success Looks Like

Within 12 months the Director will have:Established a single operational planning framework across workforce, supplier strategy and transformation.Introduced a consistent

Benefits

realisation framework across Service Operations.Embedded commercial governance across all significant operational investment decisions.Improved cost-to-serve whilst maintaining or improving customer outcomes.Developed a long-term workforce strategy supporting AI adoption and international growth.Created executive visibility of the economics of Service Operations.Demonstrated measurable financial value from operational transformation.Positioned Service Operations as a commercially disciplined function that consistently converts operational improvement into measurable business value.

Benefits

.Compensation & Savings:Pension scheme.Death in Service scheme.Income Protection.Permanent employees enjoy access to our Share Options Scheme.5% back on in-app purchases.£200 for WFH Setup.Health & Wellbeing:Private Medical Insurance including;GP consultations (video, telephone or face-to-face).Prescribed medication.In-patient, day-patient and out-patient care.Mental health support.Optical, dental & audiological cover.Physiotherapy.Advanced cancer cover.Menopause support.Employee Assistance Programme including:Unlimited mental health sessions.24/7 remote GP & physiotherapy.24/7 helpline for emotional & practical support.Savings & discounts on everyday shopping.1:1 personalised well-being consultations.Gym membership discounts.Family Friendly Policies:Enhanced maternity pay.Enhanced paternity pay.Enhanced adoption pay.Enhanced shared parental leave.Learning & Development:Professional

Qualifications

.Professional Memberships.Learning Suite for e-courses.Internal Training Programmes.FCA & Regulatory training.Workplace Perks:Hybrid working: office-based Monday, Wednesday, and Thursday; remote working Tuesday and FridayCasual dress code.Workplace socials.Healthy snacks.Find more English Speaking Jobs in United Kingdom on Arbeitnow