Operations Strategy Specialist

Snap Finance UK; Milton Keynes; Hybrid; GBP 30,000 - 60,000; Full time

Job description

JOIN A DYNAMIC TEAM THAT’S DRIVEN TO CREATE THE IMPOSSIBLE AND GET STUFF DONE!

Do you thrive on solving complex problems, optimising processes, and making things run smoother and faster? Want to be part of a high-energy team that’s revolutionising the Retail Point-of-Sale Finance industry?

We’re looking for an Operations Strategy Specialist who can take our operational processes to the next level while keeping customer outcomes front and centre. This role is all about strategy, efficiency, and impact—you’ll develop and implement smart, scalable solutions to improve contact management, automation, system administration, and data visibility.

Who are we and what do we do?

Snap Finance UK is a rapidly growing FinTech company focused on digital disruption and inclusivity in the financial services industry. Snap’s proprietary technology platform and decisioning algorithms are changing the face and pace of consumer retail finance. Our use of technology has been recognised and Snap has recently been awarded the UK's Best Use of Technology in consumer lending at the Credit Awards 2024. Snap has a strong, supportive culture and is dedicated to its customers, retail partners, and its people who are at the heart of our business. Snap Finance UK was established in 2017 and is based in Milton Keynes, with the backing of its parent company, founded in the United States in 2012.

Reporting to: Operations Improvement Manager

Location: Crownhill, Milton Keynes / Hybrid Working (at least 2-3 days in the office per week)

What you’ll be doing:

Data Visibility & Reporting

• Drive data visibility strategies and develop dashboards to track key operational metrics.
• Create detailed, data-driven reports to inform decision-making and performance improvements.
• Ensure actionable insights are communicated effectively across the business.
• Collaborate with teams across analytics, finance, commercial, and technology to align operational strategies with business goals.
• Validation of data integrity (Call classification and outcome monitoring)
• Use data visualisation tools to clearly communicate insights to stakeholders.
• Leverage data insights to forecast capacity needs, identify bottlenecks and propose potential solutions. (e.g., automation)

Contact Strategy Development

• Develop and optimise multi-channel customer contact strategies (phone, email, SMS, chat)
• Use data insights to drive engagement and improve response times.
• Work with customer service and collections teams to enhance communication effectiveness.
• Conduct capacity planning and productivity analysis across teams.
• Monitor and optimise automation performance in real-time.

Process Optimisation

• Evaluate operational systems to identify efficiency gains and improvement opportunities.
• Work cross-functionally to integrate process improvements aligned with business objectives.
• Design scalable operational processes to support business growth.
• Work with tech teams to ensure full system integration and continuous improvement of automation tools.

System Administration

• Manage internal business systems to ensure seamless integration and accurate, timely data.
• Provide system support and troubleshoot to ensure operational teams have full data visibility.
• Maintain system compliance and performance monitoring.
• Managing workflows and campaigns across operations

Daily and Ad-hoc Duties

• Manage daily campaigns
• Provide accurate and informative insights whilst challenging the data and making recommendations for improvement
• Analyse day to day stats in real time
• Resource & planning for the operations teams
• Support the integration of new systems
• Manage the administration of key systems used within the department
• Work to continuously improve our contact strategy maximising all touch points of the customer journey
• Liase with the analytics team to ensure data integrity

To succeed in this role, you should bring:

• Proven experience in operations strategy, process optimisation, or business operations within a similar industry (e.g., POS Finance, FinTech, or financial services).
• Strong numeracy and analytical skills, with the ability to interpret large volumes of data, develop insights, and make data-driven decisions.
• Experience with data visualisation tools (e.g., Tableau, Power BI) to track and report on operational performance and KPIs.
• Expertise in contact strategies and customer engagement in a multi-channel environment, using data to measure success and inform strategy.
• Experience with system administration and managing internal operational software tools (CRM, ERP, etc.).
• Working knowledge of automation tools and technologies (e.g., Robotic Process Automation, AI-powered systems, workflow automation).
• Ability to manage complex projects, with a focus on execution, timelines, and data-driven results.
• Strong communication and stakeholder management skills, with the ability to present data and insights to leadership in an actionable manner.
• Strong analytical and problem-solving skills with a focus on data-driven decision making.
• Comfortable working in a fast-paced, data-driven environment, adapting to changing priorities based on insights and business needs.

What’s in it for you?

Joining Snap Finance means becoming part of a forward-thinking, ambitious, and supportive team. We offer:

• Competitive salary and opportunities for professional growth
• Flexible hybrid working arrangements to balance your work and personal life
• Access to our comprehensive benefits package, including private healthcare, discounted gym memberships, and more
• A collaborative and innovative work environment where your ideas and contributions make a real difference

If you’re excited about this opportunity and think you’re the perfect fit, hit ‘APPLY’ and upload your CV and cover letter today. Please note that all successful applicants will be subject to a basic criminal record and credit check.