Strategy Manager

Turn operational insight into better customer and colleague outcomes.

Join Operations Strategy and play a key role in supporting strategic change and continuous improvement across Collections. From shaping and implementing new initiatives through to tracking outcomes and measuring success, you will help deliver meaningful improvements for customers and colleagues.

As our Strategy Manager, you will contribute to strategic plans and change portfolios, champion best practice and help strengthen service standards. Reporting to the Senior Operations Strategy Manager, you will bring together insight, operational knowledge and stakeholder expertise to turn opportunities into practical, sustainable improvements.

This is an opportunity to move your career forward at Vanquis by working across operational strategy, customer outcomes and business change. You will gain broad exposure, influence decisions and see how your work improves customer interaction points and operational performance.

• Shape and deliver customer-focused improvement initiatives across Collections.
• Develop contact strategies that improve customer and colleague journeys.
• Use data, forecasting and insight to identify priorities and practical improvements.
• Monitor outcomes and benefits so successful changes are sustained.
• Coordinate stakeholders, resources and priorities to support effective delivery.
• Strengthen governance, risk assessment and consideration of downstream impacts.

Customer Operations brings together service delivery, payment management, customer communications and operational change. This role helps connect those areas through a consistent strategy, ensuring customer impact, operational performance, risk and commercial outcomes are considered together.

Reporting to the Senior Operations Strategy Manager, you will work with senior managers and colleagues across Customer Operations, Training, Human Resources, Marketing, Business Analytics, Finance, Fraud and Credit. You will also engage with debt collection agencies, debt purchasers and other third parties, with regular exposure to senior management and ExCo.

• Customer Outcomes First - Operational strategy starts with customer and colleague journeys.
• Insight into Action - Data and forecasting are translated into clear priorities.
• Test, Learn and Improve
  - We challenge assumptions, assess benefits and build on what works.
• Joined-Up Operations
  - Contact, decisioning, communications and downstream impacts are considered together.
• Controlled Delivery
  - Governance, risk assessment and clear documentation support sustainable change.
• Continuous Improvement
  - We champion best practice and keep service standards moving forward.

• Experience in a UK-regulated financial services environment, ideally retail banking, credit cards or operations strategy.
• Experience supporting or delivering strategic change, process improvement or customer-focused initiatives.
• Strong analytical skills, with the ability to interpret data, identify trends and turn insight into action.
• Confidence building relationships and influencing stakeholders at all levels, including senior leaders.
• Experience with customer-management or strategy systems and working with external partners.
• Clear communication and presentation skills, with an organised and delivery-focused approach.

• Knowledge of payment management, contact strategy, debt purchase or customer communications.
• Experience implementing scorecards or customer decisioning approaches.
• Experience coaching colleagues in Agile ways of working.

Build experience across operational strategy, customer outcomes, analytics, change delivery, governance and senior…