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Operations Manager (for Payment & Customer Operations)


Overview

Growth street
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Details

We are seeking an Operations Manager to work with and directly report to the Operations Director, leading on and improving our payment and customer operations.

When it comes to payment operations, you will be managing one analyst, and roll up your sleeves and support your team to execute our day-to-day operations when required. This includes the allocation of payments, reviewing the daily reconciliation, improving processes and a lot more.

As for customer operations, you will be managing one person who on-boards investors as well as borrowers (AML checks and account set up). You will have to establish improved ways to monitor the quality and speed of the onboarding process, regularly review areas for improvement, and scope and manage projects to streamline the onboarding process. You shouldn’t shy away from onboarding customers yourself to cover your team's holidays.

In addition, the role has a heavy project management focus. There are a few larger, long-term initiatives which need to be managed, some of which have already started; others will have to be initiated by you. These projects are around process automation, improving the speed at which we process payments for our customers or monitoring suspicious behaviour of customers more effectively.

In this role, you will develop a deep understanding of how we work as a peer-to-peer financial service provider, become the expert for our payment processes and customer operations, and learn about regulatory requirements for start-ups in financial services/technology. This role is a fantastic opportunity for those who possess a wealth of practical project/programme management experience, feel comfortable taking over ownership of an area, are not afraid to get their hands dirty, and also have a deep interest in managing people and help them reach their full potential. The right candidate will progress within this function and take over more and more management responsibility.

About Us

At Growth Street, we are passionate about helping businesses maximise their potential, making applying for credit as quick and easy as possible.

We have crafted an efficient marketplace for both borrowers and lenders, so they can get a better deal and a better service than the banks can offer. We are not a bank, and we are far more than an alternative lender. We are the future of business finance. With lines of credit up to £2,000,000 for UK businesses to borrow, our marketplace allows businesses to grow.

Key Activities

- Manage and inspire the Payment Operations (current headcount: 1) and Customer Operations teams (current headcount: 1)

- Support your teams' day-to-day operations

- Project manage larger, strategic initiatives to improve our payment processes

- Design and improve processes (from allocating payments to calculating redemption figures, monitoring fraud, streamlining onboarding processes, and a lot more)

- Use strong problem-solving skills and a deep understanding of our systems to resolve incidents with our customers in mind

- Establish & maintain regular reporting suites and processes for management, investors and third parties

- Work with our Operations Director and Head of Product to establish product requirements for onboarding, as well as payment and fraud monitoring going forward

- Work with our BI team to drive forward the automation of all monitoring and reconciliation work

- Evaluate and initiate new product opportunities that improve the customer experience

REQUIREMENTS

Previous Experience

- Experience in managing more complex projects and/or programmes with a diverse group of stakeholders is essential

- Advanced data analysis, problem-solving and Excel skills are required (from conceptualisation to presentation)

- Relevant experience in one or more of the following is strongly preferred: payment operations, auditing and/or customer operations (ideally exposure to KYC/AML/compliance)

- Work experience in a start-up environment strongly preferred

Competencies & Traits

We expect you to be…

- Process driven – You understand processes intuitively, are highly organised and are constantly on the lookout to improve the way things work. You love tweaking things.

- Collaborative – You seek first to understand and then to be understood. You communicate your actions and intentions clearly - verbally as well as in a written form. When you manage projects, your stakeholders feel included, empowered and well-informed.

- Proactive

– You have a proactive attitude towards problems. You pay attention to details and think about the implications of what you are doing.

We live by our core values, in our interactions with customers and within Growth Street. Those joining us will be part of a fantastic and energetic team that constantly demonstrate our values;

- Be curious – We celebrate diversity and we love to learn new things. Whether you’re passionate about taekwondo or opera, we want to hear from you. We are eager to learn, share and use knowledge to positively impact our business for our customers: that is why we ask everyone to be curious.

- Be in sync – We are only as strong as the sum of our parts and when we bring our skills and talent together for each other and our customers we are at our most incredible, that’s why we are always working to be in sync.

- Beat expectations – At Growth Street, we do what we do for our customers, and we dedicate our time as colleagues to think beyond their immediate needs and beat expectations.

A good CV or highly relevant work experience alone are often not a good indicator of role- and culture-fit. You should see yourself in the above list of values and competencies/traits. During the interview stages, you will be tested systematically on each of them.

BENEFITS

- Salary: £38-48k, depending on experience

- Employer pension contributions of 5% of your base salary

- Free breakfast & fruit, a budget for books, weekly lunch & learns and more…

Growth Street recruits the best talent from around the world: 40% of the team started life outside the UK. We also welcome applications from within EU (Brexit or no Brexit!).

The role is based in our London offices. We are located 5 minutes from Liverpool Street and 3 minutes from Aldgate tube station. To find out how we use your personal data, please see our privacy policy. Please visit our Jobs Page for further info and to apply at https://growth-street.workable.com/jobs/805132 and https://www.growthstreet.co.uk/careers

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