SME Operations Manager London

Are you a hands-on operations leader who thrives on owning end-to-end delivery while building and developing a high-performing team? Do you have a track record of designing scalable processes, driving automation, and delivering consistent SLA performance in a fast-paced environment? Are you excited by the opportunity to shape Modulr’s future SME operating model, reducing manual touchpoints and driving self-serve transformation? If so, we would love to hear from you!

Who We Are

Modulr is the payments automation platform that streamlines money movement with accuracy, control and reliability – built to scale. Processing over 200mn transactions and £180bn annually, Modulr is trusted by more than 6,000 businesses to automate payment and reconciliation workflows – removing manual work, lowering costs and reducing errors. Modulr provides a single platform for automating how money moves into and out of a business – including payroll, supplier payments, spend management and payment collection. With over a decade of experience as a regulated payments provider, Modulr delivers the reliability needed to run mission-critical finance operations at scale.

As Manager of SME Operations, you will own the day-to-day performance of SME Operations, with full accountability for delivery and reduced reliance on senior leadership for routine operational matters. You will lead consistent execution across the full SME customer lifecycle—onboarding and support, migrations, cancellations, refunds, and offboarding—in a hands-on player-manager role, managing your own caseload while leading by example. Alongside delivery, you will drive operational transformation: simplifying and standardising processes, building scalable playbooks, and accelerating the shift toward automation and self-service. Success in this role is establishing a scalable SME onboarding and support model that minimises manual intervention and frees team capacity for higher-value work.

What You’ll Do

• Own day-to-day leadership of SME Operations, being accountable for consistent performance and delivery against SME growth objectives.
• Lead and prioritise operational execution across delegate onboarding and support, migrations, cancellations, refunds and offboarding — remaining hands-on with complex or high-priority cases.
• Own the team’s SLA framework: set targets, monitor performance, identify root causes of breaches and implement remediation.
• Design and optimise processes, playbooks and operating procedures to enable consistent, scalable execution in a high-frequency change environment.
• Drive automation and self-service transformation through the effective use of AI, aligned to Modulr’s future SME operating principles, working closely with Product and Technology to reduce manual touchpoints.
• Line manage SME Operations Executives and administrative support, including performance reviews, objective-setting and career development.
• Coach and develop the team, acting as the first point of escalation and building capability rather than creating central dependency.
• Own delegate relationships from an operational perspective, supporting partner-led scale and ensuring partner-facing SLAs are consistently met.
• Use data, reporting and dashboards to identify operational risks, trends and performance improvement opportunities, producing regular MI for SME Ops leadership.
• Act as the operational interface with Product, Compliance, Finance and Growth teams, representing SME Operations in cross-functional meetings and forums.

Who You Are

What you’ll need:

• Proven experience in an operations management or team leadership role, ideally within financial services, payments or a regulated environment.
• A track record of delivering consistent performance in a high-volume, process-driven environment with strong SLA accountability.
• Experience designing and improving operational processes, playbooks and procedures to drive scalable, efficient execution.
• Strong people leadership skills – confident in line management, coaching, performance development and building team capability.
• Comfortable working with data, MI and dashboards to drive insight, manage performance and communicate clearly with senior stakeholders.
• Strong cross-functional collaboration skills, with experience working alongside Product, Technology, Compliance or Finance teams.

Nice to haves:

• Background in SME onboarding, B2B customer lifecycle management or delegate/partner operations.
• Experience contributing to or leading automation and self-serve transformation programmes.
• Familiarity with payments infrastructure, regulated products or financial services compliance frameworks.

What We Offer You

• Share Options – We offer a Company Share Option Plan (CSOP), giving you the opportunity to benefit from any increase in share value in the event of a sale, merger, or flotation.
• Bonus – Our annual discretionary bonus, paid in May for the previous year, is based on both company and individual performance.
• Flexible benefits – £1,000 to spend on benefits to suit you, including private medical insurance, gym membership, dental, etc.
• Wellbeing app – confidential, on-demand access to therapy, coaching, counselling, management training or mindfulness sessions with accredited professionals, with company-funded hours and top-up options available.
• Holidays – 33 days annual leave (including bank holidays) plus your birthday off. In the UK, Christmas Day, Boxing Day, and New Year’s Day are fixed holidays. You can choose the remaining days to suit your personal schedule.
• Learning opportunities – Our two-day onboarding programme, ModStart, helps equip you for success. Learning doesn’t stop there; we’ll continue to support your development through various channels.
• Company-Wide Events – Participate in collaborative and engaging events with colleagues across the business.
• Bike to work / E-bike scheme.

Mod Inclusion

At Modulr, we’re committed to building a diverse, equitable and inclusive culture where everyone feels they belong and can bring their whole self to work. We welcome applications from candidates of all backgrounds as we believe it’s the right thing for our people, our business, and the community we operate in.