Senior Operations Manager

## Senior Operations Manager Apply locations:
United Kingdom, Blantyre posted on:
Posted Todaytime left to apply:
End Date:
June 29, 2026 (12 days left to apply) job requisition :
R-30101
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* Job Title:

** Senior Operations Manager
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* Location:

** Scottish Power HQ, Glasgow (Hybrid)
** Salary:
** From £66,000 per annum, up to 20% bonus, car allowance, private family medical cover + other excellent benefits
*** Help us create a better future, quicker
*** Lead the design and delivery of end-to-end collections operations, shaping strategy across payments, arrears and recovery to drive strong performance and customer outcomes. The role builds and continuously improves a robust, well-controlled operating model, using data and insight to reduce bad debt, enhance efficiency and ensure fair treatment.

By streamlining payment journeys and reducing operational inefficiencies, the role also supports more sustainable, digital-first ways of working aligned to Net Zero ambitions.
*** What you’ll be doing
*** You’ll take ownership of arrears and bad debt performance against agreed targets, using management information, insight and forward-looking analysis to shape collections strategy, prioritise interventions and improve outcomes for both the business and customers. You’ll lead regular performance reviews, building a clear and prioritised roadmap that drives improvements across people, processes, controls and technology, while balancing immediate delivery with longer-term goals.

You’ll keep a close eye on key operational measures such as arrears flow, cure rates, payment commitments, complaints and service impacts, stepping in with recommendations or escalation where needed.

You’ll work to understand and resolve the underlying causes of debt leakage, from billing challenges to payment failures and process gaps. And you’ll guide the design and effectiveness of collections communications and treatment strategies, ensuring the right balance between recovery, customer experience and regulatory expectations.

You’ll also collaborate with internal teams and external partners to deliver collections activity to a high standard, setting clear expectations and supporting improvements where required. Alongside this, you’ll maintain strong controls and processes, build capability across the team and help ensure cost-effective delivery through smart planning, partner management and ongoing optimisation.
*** What you’ll bring
*** You’ll bring a strong background in collections, debt operations or broader customer operations, ideally within a regulated environment, and be comfortable using data and insight to shape decisions, improve performance and guide strategy. And you’ll have experience designing or evolving collections approaches and operating models, understanding how to balance commercial outcomes with customer needs in more complex environments.

You’ll also be confident working across teams and with external partners, using your stakeholder management and influencing skills to drive progress and deliver results. And you’ll have a solid understanding of customer vulnerability, complaints handling and fair treatment expectations, applying this in a practical, balanced way. Strong problem-solving and change leadership capability will be key, helping you navigate challenges, align priorities and bring others with you on the journey.

Experience with in utilities or telecoms, particularly in regulated settings, would be a helpful advantage.
*** What’s in it for you
*** As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.At Scottish Power, we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action – our benefits are designed to help you do just that - so that you have everything you need to take care of your world – today and tomorrow.

That’s why our benefits include:
* 36 days annual leave
* Holiday Purchase – perfect your work/life balance with extra annual…