Operations Manager

​About The Company

Our client is one of the fastest growing, innovative fintech organisations in the UK, with a customer base of over 20,000 customers. Through a mixture of innovation and a focus on delivering outstanding customer service, they are committed to providing their customers with market leading credit and debit card processing solutions.

As a business, they ensure their staff are well trained, not only in terms of their product portfolio, but also the marketplace so that they have a thorough understanding of the industry and are well placed to provide the best possible advice and service.

About The Opportunity

Reporting to the CEO, the Operations Manager will oversee various departments and its functions; including regular performance-based reviews, acting as a point of escalation and supporting the department in all its day-to-day activity.

Responsibilities

• Managing the On-boarding, Customer Services, Fraud and Technical Support teams;

• Safeguarding the smooth running of the departments on an ongoing basis by developing and communicating key procedural changes, reacting to colleague and customer needs and frequently reviewing operational KPI’s;

• Building and maintaining strategic partner relationships;

• Regularly review department KPI’s;

• Holding regular Team meetings, 121’s with Team Leaders etc, provide ongoing mentoring, motivation and support;

• Ensure any process or system changes are properly communicated and understood;

• Responsibly delegate tasks where appropriate, assign independent projects to Team Leaders where possible, providing regular feedback sessions and ongoing support;

• Be willing to take a hands-on approach whilst effectively managing higher level department performance and goals;

• Ensuring the end-to-end process is managed effectively, reviewing to areas for improvement regularly, reacting and adapting process where appropriate;

• Oversee day-to-day employee matters, including but not limited to performance-based reviews, holiday requests, team rotas, and collating payroll data.

About the Desired Candidate

• Managing the On-boarding, Customer Services, Fraud and Technical Support teams;

• Safeguarding the smooth running of the departments on an ongoing basis by developing and communicating key procedural changes, reacting to colleague and customer needs and frequently reviewing operational KPI’s;

• Building and maintaining strategic partner relationships;

• Regularly review department KPI’s;

• Holding regular Team meetings, 121’s with Team Leaders etc, provide ongoing mentoring, motivation and support;

• Ensure any process or system changes are properly communicated and understood;

• Responsibly delegate tasks where appropriate, assign independent projects to Team Leaders where possible, providing regular feedback sessions and ongoing support;

• Be willing to take a hands-on approach whilst effectively managing higher level department performance and goals;

• Ensuring the end-to-end process is managed effectively, reviewing to areas for improvement regularly, reacting and adapting process where appropriate;

• Oversee day-to-day employee matters, including but not limited to performance-based reviews, holiday requests, team rotas, and collating payroll data.