Business Operations Manager

Responsibilities

• You will be the driving force behind how Shieldpay scales. You aren’t here to just run existing playbooks; you are here to design them from scratch
• Operating at the intersection of strategy, data, and execution, you will untangle operational complexity, design robust process frameworks, and establish the governance needed to keep us moving fast but safely
• Directly scope and drive specific cross-functional projects from initiation through delivery, where no single function owns the outcome
• Set delivery standards (scoping templates, RAID logs, timelines) that other functions are expected to follow for cross-functional work Step in as delivery lead on initiatives
• Build and maintain KPI dashboards and board reporting packs
• Own data accuracy and consistency across systems feeding those reports
• Convert raw operational and commercial data into decision-ready insight
• Set and enforce reporting cadences and data-quality standards across function
• Set the agenda for core governance meetings - deciding what needs a decision this cycle vs. what’s an update, and who needs to be in the room
• Chair and minute core internal governance meetings; own the action tracker and chase closure
• Ensure the right stakeholders are in the room before a decision is rubber-stamped
• Push back on items being tabled without adequate prep or data, rather than letting the agenda be dictated by whoever asks loudest
• Maintain a decision log: what was decided, by whom, when, and what the rationale was

Benefits

• 28 Days Holiday: Relax and recharge with our enhanced allowance, plus UK bank holidays
• 4 You Days: Life can be tough. For these days employees can take a You Day each quarter, on short notice
• Hybrid Working: We value in-person collaboration. Our people are in the office multiple times a week
• Flexible Working: We are pleased to treat our employees like adults and judge them on the work they do not the hours they work
• Pension Contribution: Group Personal Pension Plan where employees contribute 5% and we contribute 5%
• Personal Development: We invest in our people, as well as yearly budget we offer external development
• Private Medical: With no financial excess and pre-existing coverage from an industry leader in physical and mental health
• Life Assurance: Our employees can rest assured that their loved ones will be supported should the worst happen
• Menopause Support: We’ve teamed up with Balance, who support those affected by all stages of the menopause
• Enhanced Allowances: From maternity leave to eyecare, we don’t just offer the basic – we make sure that we are able to go the extra mile
• Season Ticket Loans: It may not have had a big take-up during the pandemic but it’s there if our people need it
• Compassionate and Sick Leave

Qualifications

• High attention to detail balanced with the business sense to know when "good enough" is the right call
• Sharp analytical skills with the ability to both build dashboards and critically interrogate the integrity of the data
• Highly comfortable with dashboard and reporting tools, including BI tools and advanced Excel/Google Sheets
• Strong practical skills in mapping out SOPs, swimlanes, and RACI matrices
• Experience in BizOps, PMO, Chief of Staff, or Operations roles, ideally within a scale-up or regulated fintech environment
• Highly organized approach to delivery, including scoping, managing RAID logs, and tracking progress
• A proven track record of designing process and governance frameworks from scratch, rather than just managing existing ones
• Proven ability to chair senior meetings, challenge Directors and Heads of departments, and drive accountability and results