DMP Operations Manager
| Posting date: | 06 February 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £40,000-£45,000 |
| Hours: | Full time |
| Closing date: | 16 April 2026 |
| Location: | Grantham, NG31 7FZ |
| Company: | Totemic Ltd |
| Job type: | Permanent |
| Job reference: | 533 |
Summary
Job Advert
Location: Grantham
Hours: Full Time, Monday-Friday, 40 hours per week (35 working hours and a paid 1 hr lunch break a day)
Salary: £40,000 - £45,000 depending on experience
We’re looking for an experienced Operations Manager to lead and enhance performance within our Debt Management (DMP) Support
function. This is a key leadership role, responsible for driving operational excellence, delivering strong customer outcomes, and
ensuring regulatory compliance across the department.
You’ll play a pivotal role in translating strategic objectives into day-to-day operational delivery, improving efficiency,
embedding change, and developing high-performing teams — all while keeping customers at the heart of everything we do.
What you’ll be doing
* Lead operational delivery in line with business strategy and regulatory requirements
* Act as the accountable manager for operational effectiveness and service quality
* Optimise processes to improve efficiency, quality, and customer outcomes
* Ensure the department operates within regulatory permissions and internal policies
* Embed a strong Customer First culture, ensuring fair outcomes and minimising customer detriment
* Drive continuous improvement, working closely with internal teams to land and embed change
* Analyse performance trends and use insight to improve quality, service levels, and client journeys
* Manage resourcing to ensure service standards are consistently met
* Develop, coach, and performance-manage leaders and teams to help them thrive
* Provide meaningful MI, reporting, and analysis to senior stakeholders
* Champion business culture, values, and ways of working
About you:
* Proven experience leading operations in a regulated environment
* Strong track record of delivering and embedding operational change
* Experience in business improvement and performance optimisation
* Confident influencer with excellent communication and engagement skills
* Highly organised, with strong prioritisation and decision-making ability
* Numerate, analytical, and comfortable with reporting and MI
* Resilient, adaptable, and able to manage multiple priorities effectively
* Holds a passport as occasional travel to Lisbon required
Who are PayPlan?
We believe that everyone should to be treated with empathy and respect, especially when dealing with sensitive financial
situations. Our goal is to help people who are in debt by providing them with free debt advice and solutions that are tailored to
their individual circumstances. We are proud to help and support our clients through their journey and in turn are committed to
making a positive impact on their lives.
Why work at PayPlan?
We are dedicated to making a difference in the lives of those in need and we would love for passionate, empathetic and
understanding colleagues to join us in our mission. If you are customer-focused, an excellent communicator with good listening
skills, and share our values of empathy, respect, and making a positive impact, then we would love for you to be a part of our
team. With access to a range of employee benefits, a supportive work culture, and opportunities for personal and professional
growth, we offer more than just a job – we offer a rewarding career. Come join us and make a difference in people’s lives whilst
enjoying what you do!
If this sounds like the role for you, apply now or get in touch if you’d like further information. If you require any adjustments
to assist you in applying, please contact the HR team at PayPlan
Your application matters to us. Every application we receive is manually reviewed by our recruitment team—we do not use AI or
automated systems to screen candidates. We’re committed to giving each applicant fair and thoughtful consideration.
Location: Grantham
Hours: Full Time, Monday-Friday, 40 hours per week (35 working hours and a paid 1 hr lunch break a day)
Salary: £40,000 - £45,000 depending on experience
We’re looking for an experienced Operations Manager to lead and enhance performance within our Debt Management (DMP) Support
function. This is a key leadership role, responsible for driving operational excellence, delivering strong customer outcomes, and
ensuring regulatory compliance across the department.
You’ll play a pivotal role in translating strategic objectives into day-to-day operational delivery, improving efficiency,
embedding change, and developing high-performing teams — all while keeping customers at the heart of everything we do.
What you’ll be doing
* Lead operational delivery in line with business strategy and regulatory requirements
* Act as the accountable manager for operational effectiveness and service quality
* Optimise processes to improve efficiency, quality, and customer outcomes
* Ensure the department operates within regulatory permissions and internal policies
* Embed a strong Customer First culture, ensuring fair outcomes and minimising customer detriment
* Drive continuous improvement, working closely with internal teams to land and embed change
* Analyse performance trends and use insight to improve quality, service levels, and client journeys
* Manage resourcing to ensure service standards are consistently met
* Develop, coach, and performance-manage leaders and teams to help them thrive
* Provide meaningful MI, reporting, and analysis to senior stakeholders
* Champion business culture, values, and ways of working
About you:
* Proven experience leading operations in a regulated environment
* Strong track record of delivering and embedding operational change
* Experience in business improvement and performance optimisation
* Confident influencer with excellent communication and engagement skills
* Highly organised, with strong prioritisation and decision-making ability
* Numerate, analytical, and comfortable with reporting and MI
* Resilient, adaptable, and able to manage multiple priorities effectively
* Holds a passport as occasional travel to Lisbon required
Who are PayPlan?
We believe that everyone should to be treated with empathy and respect, especially when dealing with sensitive financial
situations. Our goal is to help people who are in debt by providing them with free debt advice and solutions that are tailored to
their individual circumstances. We are proud to help and support our clients through their journey and in turn are committed to
making a positive impact on their lives.
Why work at PayPlan?
We are dedicated to making a difference in the lives of those in need and we would love for passionate, empathetic and
understanding colleagues to join us in our mission. If you are customer-focused, an excellent communicator with good listening
skills, and share our values of empathy, respect, and making a positive impact, then we would love for you to be a part of our
team. With access to a range of employee benefits, a supportive work culture, and opportunities for personal and professional
growth, we offer more than just a job – we offer a rewarding career. Come join us and make a difference in people’s lives whilst
enjoying what you do!
If this sounds like the role for you, apply now or get in touch if you’d like further information. If you require any adjustments
to assist you in applying, please contact the HR team at PayPlan
Your application matters to us. Every application we receive is manually reviewed by our recruitment team—we do not use AI or
automated systems to screen candidates. We’re committed to giving each applicant fair and thoughtful consideration.