Operations Manager in London

The organisation is seeking a hands-on, adaptable Operations Lead to provide support to the Head of Service Operations. This position spans all operational areas, requiring close partnership with department managers across Customer Service, Complaints, and Collections, as well as collaboration with other operations support functions. The role is central to ensuring compliance, supporting continuous improvement projects, and reporting on performance. It also involves providing high-quality support to department managers, stepping in to manage escalations and urgent issues as a trusted extension of the leadership team. This opportunity is suited to individuals who thrive in fast-paced, early-stage financial services environments and are willing to work flexibly across a broad range of responsibilities. The role offers wide exposure and the chance to make a meaningful impact across all areas of operations.

RESPONSIBILITIES

• Act as delegate for the Head of Service Operations when required, supporting initiatives and ensuring continuity across operational activity.
• Create and maintain regular governance packs for operational areas in collaboration with analysts, including commentary, build, distribution, and action tracking.
• Develop and maintain operational roadmaps, tracking and documenting key changes.
• Support delivery of first-line risk management activities, including control testing, risk event management, and preparation for internal audits.
• Assist department managers in escalations and urgent issues when required.
• Coordinate operational deep dives and contribute to cross-team initiatives.
• Work collaboratively with operations leads to drive improvements, including requirements gathering, reviewing and mapping processes.
• Draft customer communications following risk events.
• Collaborate cross-functionally to meet delivery, quality, and compliance objectives.

REGULATORY & COMPLIANCE EXPECTATIONS

All employees share responsibility for achieving positive customer outcomes. For this role, expectations include:

• Identifying and raising risk events in a timely manner.
• Staying informed of relevant regulatory changes.
• Completing mandatory training within deadlines.
• Adhering to Conduct Rules, including acting with integrity, diligence, and fairness, and observing proper standards of market conduct.

CANDIDATE PROFILE

Experience & Skills:

• 4–6+ years in a fintech or regulated financial services environment in operations.
• Essential: proven experience in personal lending and credit cards.
• Comfortable managing ambiguity and switching between tactical and strategic tasks.
• Strong communication and influencing skills, with the ability to present clearly to senior stakeholders.
• Resilient and calm under pressure, thriving in a fast-moving, scaling environment.
• Proven track record in operational roles within scaling organisations.
• Strong knowledge of customer service, complaints, and collections within financial services, including regulatory requirements.
• Experience in first-line operational risk management (e.g., risk events, control testing, RCSA).
• Excellent Excel and PowerPoint skills, with the ability to create compelling reports and presentations.
• Strong analytical skills and familiarity with operational metrics.
• CRM system experience (e.g., Salesforce).

BENEFITS

• Private medical insurance.
• Health cash plan, including digital physiotherapy and skin clinic access.
• Life assurance (four times salary).
• Pension scheme (3% employer contribution, 5% employee contribution).
• 25 days annual leave plus the option to buy or sell 5 days.
• Birthday leave and 5 volunteering days.
• Employee Assistance Programme for holistic wellbeing support.
• Learning and development opportunities for professional growth.